Operational Excellence & Procedures Lead (Fintech)

Location: Milton Keynes, United Kingdom; hybrid working

Company

hirify.global is a fast-growing UK fintech focused on serving established small and medium-sized businesses.

What you will do

• Lead continuous improvement across Operations by reviewing, simplifying, standardising, and automating end-to-end processes.
• Facilitate workshops to map customer journeys, identify operational pain points, and deliver measurable efficiency improvements.
• Govern operational procedures, FAQs, documentation standards, stakeholder approvals, and alignment with policies, risk frameworks, and regulatory requirements.
• Design and improve AI-enabled workflows using Microsoft Copilot and other approved AI tools to increase productivity and improve customer outcomes.
• Support change delivery through requirements gathering, readiness assessments, implementation planning, and operational documentation.
• Develop management information reporting to support performance management, operational oversight, and decision-making.

Requirements

• Significant experience in operational excellence, business process improvement, procedure management, and stakeholder management.
• Strong process mapping, end-to-end process design, workshop facilitation, and business engagement skills.
• At least 2 years of line management experience.
• Strong knowledge of operational governance, risk management, control environments, and operational efficiencies through automation or digital solutions.
• Understanding of AI technologies such as Microsoft Copilot, ChatGPT, or Claude.
• Strong analytical, written communication, documentation, presentation, organisation, and influencing skills.

Nice to have

• Experience designing AI prompts, knowledge assistants, or AI-enabled workflows.
• Understanding of Operational Resilience, Consumer Duty, and FCA regulatory requirements.
• Experience in a fast-growing bank, fintech, or regulated financial services environment.

Culture & Benefits

• Hybrid and flexible working options.
• Full onboarding support and continued development opportunities.
• Pension contributions, private health cover, and life assurance.
• Discretionary bonus scheme.
• Family-friendly policies, including enhanced maternity and paternity leave.
• Regular social activities.