Senior Operational Excellence Coach

Management Level

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.  

EQ India began its operations in 2014 as a Global India Captive Centre for Equiniti, a leading fintech company specialising in shareholder management. Within a decade, EQ India strengthened its operations and transformed from being a capability centre to a Global Competency Centre, to support EQ's growth story worldwide.

Capitalising on India’s strong reputation as a global talent hub for IT / ITES, EQ India has structured the organisation to be a part of this growth story. Today, EQ India has evolved as an indispensable part of EQ Group providing critical fintech services to the US and UK.

EQ’s vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ.

Role Summary

Senior OpEx Coach will play a key role in driving a culture of continuous improvement within EQ Shareholder Services, ensuring high-quality customer outcomes. This role focuses on coaching team leaders and managers post-training, helping them implement OpEx tools to optimize resources, eliminate waste, and achieve measurable commercial benefits. With a strong data-driven approach, the coach will use analytical skills and models like GROW Coaching to identify root causes, prioritize improvements, and sustain change. A customer-focused mindset is essential, ensuring all improvements create real value. As part of a global team, this role supports a well-managed, high-performance environment that fosters service excellence.

Core Duties/Responsibilities:

To promote and embed OpEx tools and techniques to foster a culture of service excellence and continuous improvement. Through coaching, we support Leads and Managers in adopting and optimizing OpEx, providing regular feedback to drive sustainable change. We document best practices, tools, and processes, using data-driven solutions to enhance team-based problem-solving. By leveraging performance data, we identify opportunities, implement interventions, and ensure long-term benefits are realized.

Detail the day-to-day responsibilities and key outputs of the role starting with the most important/most frequent

• To coach and mentor team leaders and managers to enhance client and customer experiences, eliminate waste, and remove failure demand. Through 1:1 and group coaching, we guide them in applying OpEx tools, supporting their journey to Institute of Leadership accreditation.

• To develop best practices in daily huddles and visual management, providing regular feedback to sustain OpEx routines like structured weeks, capacity planning, skills matrices, and training plans. By training managers in time-tracking tools, we help optimize productivity and integrate data into capacity planning.

• To coach teams to identify waste, improve quality, and streamline processes, building a continuous improvement pipeline tracked through issues and opportunities logs. Additionally, we train leaders in problem-solving, facilitate workshops, and ensure action plans drive measurable improvements.

• Supporting Lead Coaches and the Head of OpEx, we contribute to collateral development and track progress in embedding OpEx ways of working

Skills, Capabilities and Attributes

• Detail with bullet points (not in a table) the experience, capabilities, behaviours & skills/attributes (plus education or qualifications if critical to the role) that will be required to perform the role.  Only list the key ones, should not be an exhaustive list

• The successful candidate will demonstrate the following experience, skills, and behaviours:

• Continuous Improvement accreditation/qualifications such as a Lean Six Sigma Green or Black Belt

• Patient, encouraging and empathetic, yet able to challenge coaches to step out of their comfort zones to learn and adopt new ways of working.  You will be coaching to develop coaches competence & adoption.

• Persistence to work through coaches concerns and to overcome challenges.

• Developing data analysis skills and competence in the use of excel to analyse large data sets and present data graphically.  You will be learning how to articulate quantifiable benefits, calculating time and cost savings.

• Opportunity to build skills in presenting and running training courses, with a view to running refresher training courses, face-to-face and virtually.

Benefits:

Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:

• 31 days + 9 bank holidays (UK)

• Comprehensive Medical Assurance cover

• Two-way cab transport for staff working in UK & US shift

• Maternity leave of 6 months full pay, 10days paid paternity leave

• Accidental & Life cover 3 times of concerned CTC

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.