Process and Insights Lead

Role Overview

We are seeking a proactive and technology-driven Performance & Insights Lead to support and enhance our growing financial, lending and investment advisory business. This role is ideal for someone who combines strong technical capability with a practical business mindset and enjoys turning technology into meaningful operational improvements.

Working closely with advisors, operations, compliance, and leadership teams, you will play a key role in improving systems, streamlining workflows, implementing automation solutions, and introducing responsible AI tools that improve productivity, accuracy, compliance, and client experience.

This is a hands-on role suited to someone who enjoys solving problems, driving continuous improvement, and supporting non-technical users in a fast-paced professional services environment.

Key Responsibilities

Process Improvement & Workflow Optimisation

• Analyse business performance, processes and workflows to identify inefficiencies, improvement opportunities and areas for greater consistency

• Maintain and prioritise a pipeline of improvement opportunities across divisions, informed by operational data, business insights and stakeholder feedback

• Support the delivery of improvement initiatives through data analysis, process mapping and workflow optimisation

• Identify and enable practical technology, automation and AI opportunities that improve productivity, accuracy and business outcomes

• Develop reporting and insights to improve operational visibility and support leadership decision-making

• Track the adoption, effectiveness and measurable outcomes of implemented changes

• Support the standardisation, documentation and continuous improvement of processes and ways of working

Technology & Systems Support

• Provide support across core business systems, including CRMs, advice processing systems, document management, and compliance tools

• Liaise with software vendors, aggregators, and external IT providers to coordinate support and system improvements

• Assist with system configuration, user access management, troubleshooting, testing and upgrades

• Support the adoption and effective use of business technology across teams

AI & Automation Enablement

• Identify opportunities to improve efficiency through AI and automation solutions.

• Implement and maintain AI-powered tools and automated workflows in a secure and responsible manner

• Support teams in adopting practical AI tools to enhance productivity and reduce manual tasks

• Train and guide staff on the effective use of automation and AI technologies

• Monitor AI usage to ensure alignment with business, privacy obligations, and compliance requirements

Data, Reporting & Insights

• Support reporting and dashboard development for business performance, pipeline management, and compliance tracking

• Maintain a pipeline of improvement opportunities across divisions, supported by reporting, business performance insights, and operational data

• Assist leadership teams with data analysis and operational insights to support decision-making

Governance, Risk & Compliance Support

• Ensure technology solutions align with regulatory obligations and privacy requirements

• Promote best practices in data security, system usage, and client information handling

• Support compliance-focused system controls and process integrity

Skills & Experience

Essential

• Strong understanding of business software, cloud platforms, and digital workplace tools

• Practical experience with AI tools, workflow automation, and process optimisation

• Ability to translate technical concepts into clear, practical guidance for non-technical users

• Strong problem-solving and process improvement mindset

• High attention to detail and commitment to data accuracy

Desirable

• Experience within mortgage advisory, financial services, or professional services environments

• Familiarity with CRMs, loan origination systems, or aggregator platforms

• Experience with automation tools (e.g. low-code/no-code platforms, M365 Power Platform)

• Understanding of data privacy, cybersecurity and compliance requirements

• Experience developing reports, dashboards, or operational insights

Personal Attributes

• Proactive, adaptable, and solutions-focused

• Strong communicator with a collaborative approach

• Curious about emerging technologies and continuous improvement

• Professional, trustworthy, and client-focused

• Comfortable working across multiple teams and priorities