Operational Excellence & Process Improvement Lead Full Time

Pay: £31,049.00 per yearRole Title: Operational Excellence & Process Improvement LeadReports To: Head Of Operational ExcellenceLocation: Hybrid (Head Office + service sites)JOB PURPOSEThis role is responsible for driving consistency, quality, and efficiency across administrative teams at Communitas.The post holder will act as a subject matter expert in administrative processes and systems, identifying variation, simplifying workflows, and ensuring consistent adoption across all services.Training is used as a tool to embed standard ways of working, not as a standalone function.The role requires someone who can translate real operational processes into practical, usable training, and confidently support teams to adopt and sustain improved ways of working.KEY RESPONSIBILITIES1. Process Standardisation & ImprovementIdentify inconsistencies and inefficiencies in administrative processes across servicesDefine and document clear, standardised ways of working (SOPs)Work with operational leads to implement and embed improvementsSimplify complex workflows into practical, repeatable steps2. Training Delivery (Applied, Not Theoretical)Deliver practical, process-driven training for new and existing staffLead onboarding programmes that ensure staff can perform core admin functions confidentlyDeliver refresher and targeted training where performance gaps are identifiedAdapt training to reflect real service pressures and workflows, not ideal scenarios3. Capability Building & Behaviour ChangeBuild admin team confidence, competence, and accountabilityProvide hands-on coaching and follow-up support, not just one-off training sessionsChallenge inconsistent practices and reinforce standard approachesSupport managers in addressing performance gaps linked to process adherence4. Systems & Workflow ExpertiseAct as a key user of administrative systems (e.g. patient management systems)Ensure training reflects how systems are actually used in practiceIdentify and resolve common system-related issues impacting workflow5. Cross-Team ConsistencyWork across clusters to ensure one consistent approach to administrationCollaborate with Service Managers and Leads to align processes and expectationsReduce variation in how services operate6. Quality & Continuous ImprovementMonitor adherence to agreed processesIdentify risks, gaps, and areas for improvementUse feedback and observation to continuously refine training and processesSupport audits and quality assurance activitiesESSENTIAL SKILLSAbility to simplify complex processes into clear, practical stepsStrong communication skills with confidence to challenge and influence othersAbility to build credibility with operational teamsHighly organised with strong attention to detailConfident delivering training in both group and 1:1 settingsProblem-solving mindset with a focus on practical solutionsAbility to work independently across multiple servicesESSENTIAL EXPERIENCEExperience working in an administrative or operational environmentExperience improving or standardising processes, not just following themExperience training, coaching, or supporting colleagues in real work settingsExperience working across multiple teams or departmentsExperience using administrative or patient management systemsDESIRABLE Experience working in healthcare or similar regulated environmentsExperience supporting onboarding or induction programmesExperience identifying performance gaps and implementing improvementsWHAT SUCCESS LOOKS LIKEAdministrative processes are consistent across servicesNew starters become effective more quicklyTeams follow clear, standard ways of workingReduced errors, duplication, and confusionManagers report improved admin performance and reliabilityKEY BEHAVIOURS REQUIREDComfortable working in messy, inconsistent environmentsWilling to challenge existing ways of working constructivelyFocused on practical outcomes, not theoryResilient when facing resistance to changeTakes ownership of problems and drives solutionsThis role is not suited to candidates whose experience is primarily within corporate learning and development without direct operational process ownership.