Operational Efficiency Specialist

3 weeks ago

London, Greater London, United Kingdom ICE Full time

About ICE

ICE is a purpose-driven organisation founded by rightsholders, for rightsholders. We exist to support songwriters and enable societies and publishers to accurately compensate them when their work is used internationally.

We operate at the intersection of technology, music, and data. Since our launch, we have paid billions through deep expertise in Copyright, Processing, and Licensing. Our collaboration delivers best practice, new processes, and innovative solutions for better royalty flows.

Strategic investment enables us to process trillions of streams, delivering maximum revenue for rightsholders.

About the Role

As an Operational Efficiency Specialist, you will analyse and enhance existing processes to ensure efficiency and customer satisfaction. Your primary responsibility is to identify areas for improvement and implement customer-oriented solutions.

You will collaborate with cross-functional teams to understand process challenges, develop innovative strategies, and facilitate process change management. Your goal is to simplify complex procedures, enhance operational effectiveness, and ensure an exceptional customer experience.

This role forms part of an ongoing transition aimed at business resilience, reporting into the Director of Risk & Service Assurance. Having Assurance, Risk, and project Management within the team, this role is crucial for acting on data derived from assurance testing, risk reviews, customer feedback, and more.

Key Responsibilities

  1. Conduct comprehensive assessments of current business processes, identifying areas for improvement and better customer outcomes.
  2. Collaborate with cross-functional teams to gather insights and feedback on existing processes, as well as to develop and implement innovative solutions.
  3. Design and document streamlined processes that prioritise customer needs and enhance overall efficiency and effectiveness.
  4. Lead change management efforts to ensure smooth adoption of new processes and technologies across the organisation.
  5. Monitor and evaluate Key Performance Indicators to measure the impact of process improvements and drive continuous improvement.
  6. Support the rollout of an internal change management programme.
  7. Identify value-add vs non-value-add processes, assess current capacity utilisation, and find areas for cost efficiency.
  8. Provide full proposals with delivery plans to senior management to realise efficiency savings/opportunities.

Requirements and Qualifications

  • Proven experience in business process reengineering with a track record of simplifying, improving, and aligning processes.
  • Expertise in process mapping, analysis, and optimization methodologies (e.g. BPR, Lean Six Sigma, Process Excellence, Kaizen, Agile, ECRSS).
  • Strong project management skills, leading cross-functional teams, and driving change initiatives from conception to implementation.
  • Excellent communication and interpersonal skills, engaging and influencing stakeholders at all levels.
  • Analytical mindset, translating complex data into actionable insights and recommendations.
  • Able to make a difference in their role and the company, leaving a sustainable way of working behind.

Person Profile

  • Proven record of success in BPR.
  • Analytical mindset.
  • Excellent communicator.
  • Results-orientated approach, focusing on collaborative success.
  • Strategic thinker, aligning process improvement efforts with organisational goals.
  • Passion for continuous learning and professional development.
  • Proactive problem solver with attention to detail.
  • Strong leadership capabilities, with experience in leading change management.
  • Able to thrive in a dynamic environment, demonstrating resilience and adaptability.
  • Customer-centric mindset, enhancing the overall customer experience through process and operational excellence.

What we offer:

  • Competitive local benefits based on location.
  • Flexible working regarding time and/or place.
  • Mental and physical health initiatives.
  • Corporate pension scheme.
  • Comprehensive training and development opportunities.
  • Industry insider events, team socials, and company events.
  • Enhanced holiday allowance.

We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. We are committed to making all stages of our recruitment process accessible to candidates with disabilities.

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