Contract Senior Continuous Improvement Lead

We, TLT are seeking a Contract Senior Continuous Improvement Lead to join TLT in Bristol. This role will be on an initial 6-month contract and will be paid a day rate via an Umbrella Company. Hybrid office attendance in Bristol, will be required.

Due to the urgency of the role, we are looking to speak to those individuals who are immediately available or have a notice period of 2 weeks or less.

Your role

• Enhancing the efficiency and effectiveness of operations.
• This role involves both the identification of areas for improvement including challenging current ways of working, developing and implementing strategies, and fostering a culture of continuous improvement within the operation for the benefit of clients and their customers, as well as centrally owning overall responsibility and implementation of feedback and improvement from across the operation. 

Responsibilities

Operational Risk Management and Risk Mitigation: 

• Lead on identifying, assessing, and mitigating operational risks within the Secured Lender Services team. 
• Support the enhancement of risk management frameworks and controls to ensure compliance with regulatory requirements. 
• Conduct comprehensive risk assessments to identify potential operational risks within mortgage repossession and conveyancing processes. 
• Update risk registers, ensuring all identified risks are documented and regularly reviewed. 

Governance and Controls: 

• Establish and maintain governance structures and control frameworks to ensure operational integrity and compliance. 
• Oversight for our QA and Control functions ensuring that there is a robust auditing and control function in place delivering outputs to drive strategy and delivery of services. 
• Ensure compliance with all relevant regulatory requirements and internal policies. 
• Develop and maintain governance frameworks, policies, and procedures to support the secured lending services operations. 

Incident Management: 

• Develop incident management protocols and procedures to minimize impact and prevent recurrence. 
• Ensure that operational incidents are managed effectively, ensuring timely resolution and documentation. 

Root Cause Analysis, Themes, and Trends: 

• Conduct thorough root cause analysis of operational incidents to identify underlying issues. 
• Identify and analyse themes and trends from incident data to inform risk management strategies. 
• Develop and implement corrective actions based on root cause analysis findings to prevent recurrence. 

Reporting and Communication: 

• Prepare and present regular risk reports to the secured lending services management team, risk and compliance, and other relevant stakeholders. 
• Communicate risk-related issues and recommendations to key stakeholders in a clear and concise manner. 

Optimisation & Continuous Improvement:  

• Research best practices and benchmark processes. 
• Identify opportunities for optimisation within processes and systems to enhance efficiency and effectiveness. Implement optimisation strategies and monitor their impact on overall performance. 

Change Management:  

• Responsible for change management efforts to ensure smooth implementation of improvement initiatives.  
• Analysing, recommending and managing the implementation of improvement initiatives 
• Develop and execute change management plans, including communication strategies, stakeholder engagement, and training programs.  
• Monitor and evaluate the effectiveness of change management activities and adjust as needed. 

Data Insights and Management Information:  

• Ensuring all internal and external MI is prepared and submitted within required timelines, and that accurate data is provided.  
• Provision of insight based on management information for teams and stakeholders regarding performance against strategies for the operations and client. Identifying trends to support decision-making and continuous improvement efforts. 

Customer Outcome:

• Lead our approach to Customer Outcome ensuring our clients and operational teams embed our approach, and that horizon scanning is undertaken to stay ahead of developments in the industry. 

Project Management: 

• Assist with the delivery of key strategic priorities as required. 
• Develop project plans, coordinate projects, and manage project team activities. 

Training and Development: 

• Provide support on training and guidance to staff on risk management, governance best practices, incident management, and DSAR processing in-conjunction with Risk and Compliance. 
• Provide training across the operations, which encompasses initial onboarding and ongoing refresher training. Focusing on technical processes, systems and the embedding of any continuous improvement initiatives or regulatory changes. 
• Foster a culture of risk awareness and compliance within the operations. 
• Foster a culture of improvement across the operational teams, encouraging innovation and efficiency across the organisation.

Your skills and experience

• Minimum of 5 years of experience in operational risk management, preferably within the mortgage or financial services industry. 
• Minimum of 5 years of experience of leading a team – evidence of ability to motivate a team through a period of change. 
• Strong knowledge of regulatory requirements and industry best practices related to mortgage repossession and conveyancing. 
• Experience in incident management and processing DSARs. 
• Excellent analytical, problem-solving, and decision-making skills. 
• Strong communication and interpersonal skills, with the ability to lead, influence and collaborate with stakeholders at all levels. 
• Ability to foster good internal relationships  
• Proficiency in risk assessment and management tools. 
• Ability to develop and implement effective governance frameworks. 
• Proficiency in data analysis and process mapping tools.  
• Strong project management skills, with the ability to manage multiple priorities and deadlines. 
• High attention to detail and accuracy is needed. 
• Ability to work independently and as part of a team and manage multiple projects simultaneously.  
• Ability to adapt to changing priorities and work in a fast-paced environment. 
• Strong organisational and time management skills. 
• Experience in implementing use of Microsoft 365 applications to ensure delivery.

About TLT

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.

We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,800 people in offices across the UK and a network of partner firms across Europe, India and the US. TLT was named Law Firm of the Year at the Legal Business Awards 2023. This marks the third year in a row the firm has taken away this accolade in industry awards - having previously been named Law Firm of the Year at The Lawyer Awards in 2021 and the British Legal Awards in 2022. 

Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute. 

TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of disability, race, gender identity, sexual orientation, or any other characteristics protected by the laws in the locations in which we operate.

We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to access to work please contact the recruitment team on Recruitment.Operations@TLT.com

TLT LLP