Operational Excellence Manager We are seeking an exceptional operational excellence manager to lead initiatives that enhance efficiency and elevate the customer experience. This role focuses on driving process improvements across administration, correspondence, and related activities—guided by insights from customer interactions. Key Responsibilities: * Drive service improvement initiatives using process improvement methodologies and innovative thinking. * Identify requirements and drive process change through the delivery of Process and SOP review as well as supplier management (including SLAs) and escalation management. You will work closely with the Head of Delivery Operations (HDO) to embed a continuous improvement framework that delivers measurable outcomes. In addition, you will support business-as-usual operations to ensure compliance with stakeholder expectations, while benchmarking practices against industry standards to maintain exceptional service quality.