Head of Operational Excellence

At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business. And we’re all about helping them to shine.

As the Head of Operational Excellence / Operational Excellence Lead, you will play a pivotal role in ensuring we deliver best-in-class service to our clients. You will work with key stakeholders to systematically improve Bellrock’s service across the board, taking a systems thinking/process-based approach towards customer experience, formulating and implementing continuous improvements.

The role is responsible for driving strategic initiatives that enhance value delivery, build capabilities, and improve the customer experience. The position is pivotal in ensuring high client satisfaction, streamlining operational processes, and identifying opportunities for innovation. You will be motivated by setting up something new and driving a new approach throughout the division, developing and embedding excellence across our operational service delivery.

How will you be the change?

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way

And as the Head of Operational Excellence with Bellrock, you’ll do it by…

• Continuous Improvement:
  Develop and implement a structured continuous improvement framework using Lean Six Sigma methodologies, identifying inefficiencies, bottlenecks, and areas for process optimisation across the business unit.
• Customer Journey:
  Drive ongoing improvement initiatives to streamline the Customer Journey, ensuring faster, more efficient, and higher-quality outcomes for both clients and the business.
• Customer Relationship Management:
  Build and maintain strong relationships with customers, acting as a senior point of contact for escalations and providing consistent updates on progress.
• Innovation:
  Lead and support business units in implementing best practices for enhanced performance and cost-effectiveness. Drive a culture of innovation, data-driven decision-making, and operational excellence throughout the organisation.
• Project Management:
  Lead the project management of mobilisation and transition initiatives, from initial design to completion, ensuring that timelines, resources, budgets, and quality standards are adhered to.
• Risk Management and Issue Resolution:
  Proactively identify and log risks and issues, developing mitigation strategies to minimize disruption and ensure service continuity.

What does it take?

If you’re ready to be the energy that helps us build our business, share our success, and really own it as a Head of Operational Excellence, you’ll need…

• Bachelor's degree in project management, business administration, IT/Technology, engineering, or a related field.
• Demonstrable project management experience, including experience in leading large-scale projects with multiple stakeholders across different functions.
• Strong knowledge of project management methodologies. PRINCE2® Practitioner preferrable, with other accreditation of equal or greater standing also considered.
• Experience of implementing operational excellence improvements. IASSC Lean Six Sigma (Orange or Green Belt) or equivalent accreditation required.
• IT/telecoms or consulting experience considered.

Core qualities and attributes

• Highly customer-centric and driven to achieve the best outcome for each customer.
• Continuous improvement mindset, driven to learn lessons and incorporate these into future projects.
• Project management focussed and able to plan, prioritise and execute complex and fast-moving projects, often balancing competing priorities.
• Demonstrable leadership skills with a clear focus on building and leading project teams to success.
• Exceptional verbal and written communication skills, with the ability to present complex ideas clearly to clients, internal teams, and senior management.