Process Analyst

Ref No. EMP456077
Salary £20 - £24/hour
Location Farnborough, England
Start date ASAP
Job type Contract (12 Months)
Job Status Now Interviewing


Our financial services client is requiring a Process Analyst to join their team in Farnborough on an initial 12 month contract.


Process Analyst, Financial Services

The Job

Our financial services client is requiring a Process Analyst to join their team in Farnborough on an initial 12 month contract.

This role is responsible for governing, monitoring, analysing and managing the effectiveness, development and ongoing enhancement of all aspects of Customer Service systems and processes, including ICS Controls and Operational Risks. The role holder will be expected to proactively look for opportunities to challenge how things are done and actively look for where processes are performing sub optimally, proposing improvements and driving the required changes through to completion.

Key duties include:

  • Supporting and implementing business enhancements;
  • Reviewing and enhancing existing processes to achieve operational efficiencies and improvements to Customer Services.
  • Facilitating process review workshops and process deep dives in the department and with external CIC providers, capturing all enhancements and seeing these through to implementation.
  • Being the key contact for all system and process changes, managing both internal and external key stakeholders, managing testing, training, change management and implementation;
  • Identifying and managing process and procedure changes following changes or reviews to create the most efficient way to work;
  • Implementing regulatory changes and risk management changes to processes and procedures;
  • Developing a robust communication and training plan for any changes;
  • Identifying, reporting, managing and implementing mitigating actions in for all Operational Risks, working with the Operational Risk Manager and other Operational Risk delegates across the business;
  • Responsible for all IDP's, PNA's, BIA documentation, ensuring these are updated in line with Munich requirements and understood within the department;
  • Providing input and support for the ongoing development of the Customer Service and CIC strategy;
  • Working with relevant SMEs, maintaining, understanding and updating the department procedures and user guides ensuring these reflect current practice and adhere to company policies and the wider Munich process landscape;
  • Actively monitoring the adherence to KPIs and SLAs with the department managers to ensure process adherence. Work collectively with the department managers to identify and implement any necessary changes to mitigate non adherence / non-performance relating to process inefficiencies / effectiveness;
  • Embrace the process improvement programme, and other innovation initiatives, to identify and implement improved ways of working. This should be utilised to improve business processes and enhance our Customer Service levels.


  • Financial Services background.
  • Supplier Management experience.
  • Project Management experience is desirable but not essential.
  • Lean Six Sigma qualification and experience.
  • Track record of successfully delivering business improvement and change in a financial services environment.
  • Customer Service Experience and knowledge of end to end customer process is desirable.
  • Excellent data analysis and analytical skills.
  • Natural curiosity to interrogate data / processes / tasks to support root cause analysis.
  • Experienced at communicating clearly and concisely.
  • Creativity and ability to think strategically, to look outside the normal boundaries.

Role paying £24.00 per hour LTD/Umbrella based on a 37.5 hour week.

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