Lead Process Excellence Specialist

Job Description

Lead Process Excellence Specialist

Contract: Full-time, permanent

Team: Corporate – Process

Office Location: London or Sheffield, UK

The role:

The Lead Process Excellence Specialist is responsible for driving process transformation, standardisation, and continuous improvement initiatives across Fragomen. The role partners with business leaders, operational teams, digital, data, and regional stakeholders to identify opportunities, design scalable solutions, and deliver measurable business outcomes aligned with Fragomen Forward priorities.

This role serves as an internal consultant and change agent, combining process expertise, analytical capability, stakeholder management, and project leadership to improve efficiency, scalability, quality, and client experience across the firm.

What your day will look like:

• Lead process improvement and transformation initiatives from discovery through implementation and benefit realisation.
• Facilitate workshops and collaborate with stakeholders to understand current ways of working, identify opportunities, and develop practical solutions.
• Design future-state processes that improve efficiency, scalability, quality and client experience.
• Manage multiple projects and workstreams, including planning, risk management, stakeholder engagement and delivery oversight.
• Develop recommendations and implementation roadmaps to support decision-making and change delivery.
• Partner with business leaders to define success measures, track outcomes and quantify business benefits.
• Establish and promote process management standards, governance frameworks and documentation practices.
• Create and maintain process documentation, including workflows, SOPs, RACI models and supporting materials.
• Analyse operational data and performance metrics to identify trends, risks and improvement opportunities.
• Identify opportunities to leverage technology, automation and AI to enhance business processes and operational performance.
• Present findings, recommendations and progress updates to leadership and governance forums.
• Support change adoption through communication, training and stakeholder engagement activities.

The team:

The Process Excellence team supports Fragomen's ongoing efforts to improve operational effectiveness and scalability across the business. We work closely with stakeholders throughout the firm to understand how services are delivered, identify opportunities for improvement, and help implement practical solutions that enhance efficiency, quality, client experience and business performance.

As a small, globally distributed team, we collaborate with colleagues across all regions and functions. Our work spans process improvement, workflow optimisation, service expansion initiatives, cost-to-serve analysis, governance, and continuous improvement. Team members have the opportunity to engage with a wide range of stakeholders, contribute to strategically important initiatives, and play a key role in helping the business adapt and grow in a changing environment.

What we are looking for:

Essential criteria:

• Significant experience in process improvement, operational excellence, business transformation, consulting, or programme delivery
• Demonstrated experience facilitating workshops and leading cross-functional initiatives
• Strong process mapping and business analysis skills
• Experience developing business cases, recommendations, and executive presentations
• Strong analytical and problem-solving capability
• Excellent communication and stakeholder management skills

Preferred skills:

• Lean, Six Sigma, Business Process Management, or equivalent certification
• Experience working within professional services, consulting, legal services, or other complex operational environments
• Experience with process mining, automation, AI-enabled solutions, or workflow technologies
• Experience working across global and matrix organisations

What we offer:

A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same. You will face interesting challenges, and will work with dedicated, friendly and ambitious people, where providing exceptional client service is at the core of what we do. We are extremely proud of our workforce at Fragomen, and we are fully committed to providing equal opportunities.

At Fragomen, we value our employees and are committed to providing a comprehensive benefits package that supports your well-being and professional growth. Our UK offerings include:

• Competitive Salary: We offer salaries that reflect your skills and experience
• Health and Wellness: A comprehensive employee assistance programme, gym discounts, medical insurance, Headspace membership and wellbeing platforms
• Lifestyle and Savings: Discount platforms, cycle to work scheme, electric car lease scheme, season ticket loans and family support resources
• Protection and Security: Life assurance, group income protection and a workplace pension scheme including a 5% employer contribution
• Time Away from Work: 25 days annual leave, + bank holidays and 3 personal leave days. Enhanced family leave policies, volunteering days and birthday leave
• Professional Development: Access to our e-learning platform, mentoring schemes and training bursaries (where applicable)
• Hybrid Work Arrangements: The Firm operates a global hybrid working policy which supports flexibility. Depending on your role, you can agree with your manager a minimum of two days per week working in your local office. Flexibility is important, and additional days in the office may be required based on your role, and / or team and business need

What to expect:

• Once you have submitted your application, our Talent Acquisition team will review your skills and experience. If these match the requirements of the position, a member of our team will contact you to schedule an initial phone call.
• If shortlisted, you will be invited to participate in our interview process, which will consist of at least two stages, one of which will be conducted in-person. Depending on the role, you may also be required to complete a written assessment.
• After the interviews, we will carefully evaluate all candidates and make our final decision. You will be notified of the outcome and feedback will be provided.
• At Fragomen, we are committed to fostering an inclusive and accessible workplace for all applicants and employees. If you require any specific accommodations or support during the interview process, please let us know, and we will consider what reasonable adjustments are possible to meet your needs

Who we are:

At Fragomen, we are more than a global immigration services provider – we are pioneers shaping the future of mobility. With a passion for navigating the complexities of immigration, we help individuals and businesses transcend borders, unlocking opportunities around the world. As a forward-thinking, global business, we combine deep expertise with innovative technology to craft solutions that not only simplify the immigration process but also drive strategic success for our clients. Whether it is assisting multinational companies or helping people start new chapters in their lives, we are driven by the belief that global movement is the key to unlocking a world of possibilities.

We are proud of our team spirit, and we like to reflect this in the way that we work and everything we do. Our Responsible Business Practices ("RBP") prioritize Fragomen's social responsibility through a cohesive strategy covering five key focus areas: Corporate Social Responsibility, Culture and Inclusion, Sustainability, Well-Being and Pro Bono. Our RBP initiatives offer great opportunities for everyone at Fragomen to feel included, get involved and shape thoughtful initiatives and activities. For more information, please visit our website – https://www.fragomen.com/about/responsible-business-practices.html.

Fragomen is committed to promoting equal opportunities for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status.

All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. All hiring decisions are made by people. Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.