Process Optimisation Lead

Process Optimisation Lead (CRM-enabled)

The Process Optimisation Lead is accountable for leading complex, end-to-end process improvement initiatives across service delivery and operational environments. The role owns the full lifecycle from AS-IS assessment through TO-BE design and implementation, ensuring improvements are embedded into day-to-day operations.

A core element of the role is the design and adoption of CRM-enabled processes that underpin customer journeys, case management, performance visibility, and operational control. CRM platforms are treated as process enablers, not as technology implementations, with accountability sitting firmly on business outcomes and adoption.

Key Responsibilities

The Process Optimisation Lead will lead structured process diagnostics to identify inefficiencies, bottlenecks, and control gaps across complex operating environments. This includes running senior-level workshops, facilitating cross-functional alignment, and translating strategic intent into executable TO-BE process designs.

The role will design and embed CRM-enabled workflows supporting end-to-end service delivery, including demand intake, prioritisation, case management, escalation, and performance tracking. The Lead ensures that process designs are supported by clear data structures, roles, governance, and performance measures within the CRM environment.

The position carries clear accountability for implementation, working closely with programme managers, operational leaders, and technology teams to ensure redesigned processes are adopted, sustained, and delivering measurable improvements. The Lead is responsible for managing delivery risks, interdependencies, and stakeholder expectations throughout execution.

Scope of Work

The role may span service delivery optimisation, operating model design, governance frameworks, customer journey redesign, and cross-functional transformation initiatives. While the role interfaces with digital and technology teams, it is not focused on system configuration or ownership. The emphasis is on ensuring CRM platforms effectively enable redesigned processes and support operational discipline and visibility.

Required Experience

Candidates must demonstrate significant experience leading complex process optimisation or transformation initiatives within consulting, government, or large enterprise environments. Proven capability in owning AS-IS diagnostics, TO-BE design, and implementation is essential.

Experience designing or delivering CRM-enabled operating models or service processes is mandatory, with evidence of driving adoption and measurable outcomes rather than system delivery alone. Strong facilitation skills, senior stakeholder engagement, and experience operating in ambiguous or politically complex environments are critical.

Profile

The successful candidate will be structured, authoritative, and delivery-focused. He/she will be comfortable operating between strategy and execution, capable of challenging established ways of working, and accountable for tangible results.

He/she will understand how CRM platforms support process control, performance management, and accountability, without operating as a technology specialist. This role suits a leader who combines strong process methodology with real-world implementation experience.