Role Description We are looking for an experienced and impact‑driven Operational Service Excellence Manager to lead and shape our Operational Excellence agenda across Europe and the UK. This is a senior regional role with a strong strategic dimension, responsible for defining standards, driving transformation, and ensuring sustainable performance improvements across end‑to‑end service and operational processes. The role acts as a key enabler of scalability, margin improvement, and customer experience while supporting country teams within a clear governance framework. Key Responsibilities - Operational Excellence Strategy & Transformation - Define and drive the Operational Excellence strategy and multi‑year transformation roadmap for Europe & UK. - Translate business priorities (growth, scalability, margin, customer experience) into structured improvement initiatives. - Balance short‑term operational improvements with long‑term capability and operating model development. - Process Harmonisation & Governance - Establish and maintain regional governance, standards, and methodologies for end‑to‑end processes including: - Order‑to‑Cash - Service‑to‑Invoice - Installations & Project Delivery - Supply Chain & Warehouse Operations - Ensure consistency across countries while allowing controlled local flexibility. - Own and continuously develop the regional Operational Excellence playbook. - Digital Enablement & Data‑Driven Operations - Drive adoption and value creation from Microsoft Dynamics 365 across Europe & UK. - Partner with IT and Business Process Owners to align system enhancements with the OE roadmap. - Define regional performance standards, dashboards, and KPIs to support transparent, fact‑based decision‑making. - Strategic Partner & Ecosystem Performance - Set and govern regional frameworks for strategic partner performance and compliance. - Drive partner scalability, quality, and risk mitigation through structured reviews, audits, and maturity assessments. - Ensure alignment between partner capabilities and medium‑term growth plans. - Leadership & Change Management - Lead and develop Operational Excellence capability across regions through matrix and indirect leadership. - Act as a change leader, ensuring stakeholder engagement, communication, and adoption at all levels. - Foster a collaborative improvement culture across Operations, Sales, Finance, HR, and IT. Qualifications - Senior experience in Operational Excellence, transformation, or operational leadership in a multi‑country environment. - Proven ability to lead complex, cross‑functional change initiatives at scale. - Strong understanding of end‑to‑end service, installation, supply chain, and back‑office processes. - Deep experience with D365‑enabled process transformation and performance analytics. - Ability to influence senior stakeholders and lead through governance rather than formal authority. - Strong analytical mindset with a focus on sustainable value realisation. - Fluent English required; additional European languages are a plus. - Willingness to travel regularly across Europe & the UK. Benefits - Play a key strategic role in shaping how service and operations scale across Europe. - Work in a high‑impact, senior position with close exposure to regional leadership. - Drive real, measurable improvements in performance, efficiency, and customer experience. - Be part of a collaborative, transformation‑oriented culture with strong business visibility.

• Develop and execute the growth strategy for Thailand and Vietnam, covering market expansion, client acquisition, revenue generation, and long-term business development. • Lead, manage, and scale the existing regional team across sales, business development, partnerships, and supporting functions, ensuring the structure is built to achieve 5x growth. • Own core commercial KPIs including accounts opened, deposits, trading volume, revenue, team productivity, and overall regional performance. • Build and strengthen strategic relationships with high-value clients, IBs, affiliates, partners, and other local business channels to accelerate market penetration. • Work closely with marketing, product, and regional leadership teams to localize go-to-market strategies, improve client conversion, and enhance retention across both countries. • Ensure strong execution standards across people leadership, budget control, reporting, compliance awareness, and operational effectiveness in line with business priorities.

• Act as Deputy to the CLM Manager and Administration Manager, supporting operational delivery and people management across a team of c.20 staff • Support coordination of workloads, capacity management, absence cover, and escalation of operational issues • Contribute to team meetings, 1:1s, appraisals, and development discussions, supporting consistent management practice • Assist with the management of escalated queries, complaints, and service issues, ensuring learning and resolution • Support recruitment, induction, onboarding, and retention activity in collaboration with managers and HR • Monitor adherence to service standards, KPIs, productivity, and revenue targets, escalating risks or pressures where appropriate • Act as a role model for HCML values, professional behaviours, and quality standards • Manage a defined fee-earning workload or caseload in line with service needs and business priorities • Deliver work in line with contractual requirements, service standards, and agreed ways of working • Maintain accurate documentation, charging, and invoicing in line with HCML financial and governance processes • Communicate effectively with clients, customers (including insurers and solicitors), and internal stakeholders • Work in line with agreed service standards, KPIs, and timescales • Ensure effective and consistent use of HCML systems including CMS, MS Office, and other relevant platforms • Identify opportunities for continuous improvement to processes, systems, and the customer experience • Escalate risks, service pressures, or quality concerns to the appropriate manager promptly.

• Be part of a dynamic team supporting Army Educational Outreach Programs (AEOP). • Lead the instructional strategy and educational experience for the eCYBERMISSION STEM competition. • Responsible for the design, alignment, and continuous improvement of all educational content and learning initiatives. • Oversee the Mini-Grant and STEM-In-Action Grant programs. • Serve as the subject matter expert for curriculum and instructional design. • Enhance participant engagement, support Team Advisors, and drive measurable program outcomes. • Collaborate cross-functionally to ensure alignment between educational content and program operations. • Analyze program data and participant feedback for continuous improvement.