Operational Excellence Analyst

London, England, United Kingdom

4/7/2025

Overall Summary

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Join the Close Brothers Technology Team where you will support the Senior Operational Excellence Manager in the IT Logistics, customer experience and CSAT areas. Working as part of the Technology team our ideal team member will have previous experience in acting as an escalation point, ensuring all best practice and process is being adhered to and maintaining standard BAU operations with excellent planning, organisational, communication and time management skills.

Responsibilities

• Ensure BAU service in the IT Logistics function.
• Work closely with third-party management and suppliers
• Work cross functionally to support the delivery of improvements in the customer’s end-to-end journey.
• Be able to leverage data to help identify areas for improvement in areas such as operations, technology and customer experience.
• Experience creating and documenting operational processes
• Work collaboratively with key teams to drive operational process improvements that have tangible benefits for colleagues and customers
• Be able to manage and prioritise own workload
• Provide clear weekly reporting on progress and highlighting any areas for concern
• Utilise customer feedback (CSAT, Feedback forms, direct feedback, IT SDM Team) to identify areas for review and improvement
  
  
  
  

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• A pro-active mindset, consistently seeking new ways of working through problem solving
• IT literate with a working knowledge of standard ITIL process
• Experience conducting investigation fact finds
• Experience of collaborating with virtual teams in a matrix environment
• Highly analytical and customer focused
• Able to work within a complex organisation with remotely located teams
  
  
  
  

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• An ability to demonstrate calm decision making under pressure
• An ability to manage own, often demanding, workload
• ITIL certification
  
  
  
  

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at [email protected] or request a call back.

About Us

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

To find out more about life at Close Brothers:

https://www.closebrothers.com/life-close-brothers#374017299-899295541

To find out more about our benefits:

https://www.closebrothers.com/employee-benefits

To find out more about our commitment to creating an inclusive environment:

Our Responsibility - Diversity and inclusion ¦ Close Brothers Group