Head of Performance & Process Improvement
Merlin Entertainments
Basingstoke, United Kingdom
6d ago

Head of Performance & Process Improvement

1 Elmwood, Crockford Lane, Chineham Park

Basingstoke, RG24 8WG

United Kingdom

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases.

We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you.

Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

Due to continuing growth and development of Merlin’s attractions and brands on a global scale, we are looking for a Head of Performance & Process Improvement to join our Finance team.

This role will be based at our The Merlin Hub - Basingstoke office.

This role reports into the Global FHUB Director on a permanent basis.

About the Role....

  • Embed / integrate performance management principles within the FHUB including; strategic and service planning, operational service delivery, project and programme management and partnerships.
  • Ensure all relevant service delivery information including SLAs, performance indicators and review sessions are present and kept current
  • Ensure Compliance with Service Agreements and accountability matrix
  • Lead creation, analysis and appropriate distribution of operational performance reporting including KPIs (both internally and externally)
  • Set up and manage Service Performance Reviews (SPRs) with agreed key stakeholders to review performance of the Hub and set / manage appropriate actions
  • Project manage any Hub scope changes (ie new acquisitions) linking in with the appropriate Tower Heads as appropriate liaison point for data, cutover, facilities & change impact activities, developing the operational cutover plan and co-ordinating this with
  • the technology cutover etc
  • Review and suggest changes where FHUB service are not consistent - drive to a position of harmonisation with exception of Legal, statuary tory or tax Regulation
  • Work with FHUB Director to look for opportunities to onboard new services from across the Group
  • Work with GPOs and Tower Heads to ensure that we have clear process improvement roadmaps for each tower that are appropriately categorised and documented.
  • Own and manage the FHub Process Improvement Governance framework to ensure delivery of the roadmaps and wider process changes
  • Co-ordinate communication requirements on behalf of the FHub, ensuring we have a thought-through, clear and easy to understand communication strategy for our customer base for process improvement activities;
  • Manage associated communications with various stakeholders with regards to process changes
  • Work alongside FHub Tower Heads in the identification and resolution of outstanding process and system pain points / bottlenecks
  • Lead small team in global process design, impact assessment and delivery, which meets stakeholder requirements and maintains alignment with original design principles
  • Prepare process change proposals for impact assessment and submission to appropriate decision forums, for process and / or system fixes and improvement change requests;
  • Look ahead at both external & internal process factors, ensuring Merlin are mitigating risks appropriately & maximising improvement opportunities in a prepared / timely manner;
  • Ensure the training requirements associated with all forms of process change are assessed and delivered against to ensure our FHub team members understand the change and how their role changes as a result.
  • Work with Tower Heads to drive a continuous improvement ethos within the Hub ensuring that team members feel equipped with the skills and knowledge to drive change forward.
  • Point of contact for any system upgrades / changes within Finance Systems Support that need to be coordinated across the FHub
  • About You...

  • Considerable experience in Senior leadership role
  • Experience of working is a Shared service environment
  • Strong knowledge and understanding of Finance processes;
  • Global process design / testing / deployment experience, including process mapping using Visio
  • Understanding of the importance of a strong control environment
  • Managing Transition of services and Knowledge management methodologies (outsourcing of Finance processes)
  • Experience of working on Finance Transformation programs (process improvement methodologies, lean six sigma)
  • Strong communication skills with ability to present concisely and descriptively in both oral and written format to all levels of management
  • Ability to build strong rapport with senior and influential stakeholders, including the CFO and Group Finance Director
  • Business Change Management
  • Project Management (e.g. Prince 2) - Project initiation, controls & reporting
  • Stakeholder engagement, and risk & issue management
  • Skills in the following areas preferred but not essential : PowerBI, NS, Excel, Concur, procurement platforms, RPA
  • Proven track record of creating and delivering Process Improvement plans
  • Able to seek out and identify value adding opportunities, and then manage and enable the change to release the value. Bring excellent execution and drive for results
  • Understanding the demands on stakeholders and how the FHub can support and benefit them
  • Ability to advise Project Managers, that are not direct reports, ensuring adherence to the governance process while remaining focused on delivery excellence
  • Resilient personality with good inter-personal skills and able to quickly adapt to changes in priority
  • Drive and determination to push processes and procedures through to a successful conclusion delivery focused
  • Understanding of commercial needs and able to align that with the processes and procedures
  • Ability to see the big picture, analyse complex delivery schedules and evaluate ways to meet expectations
  • Issue management and escalation
  • Proven capability to exceed performance targets
  • Dedicated to meeting the expectations and requirements of internal and external customers; establishes and maintains effective relationships with customers and gains their trust and respect
  • The Benefits

    We’re growing fast and alongside a fun andfriendly environment, we offer a fabulous package and amazing prospects idealif you’re already fantastic and can quickly become even better (our magic canhelp here).

    Benefits include Pension, Life Assurance, discretionarycompany bonus, 25 days’ holiday and, ofcourse, a Merlin Magic Pass which gives you and your friends and family freeadmission to all of our attractions worldwide, as well as 25% discount in ourretail shops and restaurants and 40% discount on LEGO.

    EveryoneMatters at Merlin.

    At Merlin we welcomethe world to our magical attractions and resorts every day and we want toreflect that same multicultural mix inside our business too.

    We strive tocreate an inclusive and diverse workplace where people can be themselves, havethe same opportunities and thrive together.

    Because at Merlin, everyonematters!

    Together, we work tocreate a workplace where everyone feels valued, no matter their age, race,gender, disability or sexual orientation.

    Although we understand that we'llalways be learning and growing, we aim to be the most inclusive and flexibleemployer in our industry.

    Returning to work

    As part of our approach, we welcome applications from people looking to return to work after a long career break.

    We have an active Return to Work programme, which offers training, mentoring and more, to support with the transition back into working life.

    So, if you’ve been on a career break for any reason we can support you.


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