Head of Service Optimisation

Morgan Hunt are currently working with a Professional Regulatory Body in their search for an Interim Head of Service Optimisation to lead a newly created function focused on improving the efficiency, flow and performance of end-to-end regulatory services. This is a fantastic opportunity to join at a critical point of development, shaping how services operate across assessment, investigation, enforcement and authorisation activity.

Job Title: Head of Service Optimisation

Location: Hybrid - 2 days per week in the London office

Salary: £80,000 - £85,000 per annum

Contract Type: Fixed-Term Contract (18 months, potential permanency)

Hours: Full-time

Key Responsibilities

• Lead the optimisation and continuous improvement of end-to-end regulatory services and workflows.
• Map, analyse and redesign complex processes across regulatory operations, reducing bottlenecks, duplication and failure demand.
• Embed service standards, workflows and ways of working that support timely and consistent decision-making.
• Develop and maintain performance measures including timeliness, throughput, backlog, ageing, productivity and quality indicators.
• Use data and insight to diagnose root causes of underperformance and recommend evidence-based interventions.
• Support demand, capacity and flow analysis, helping teams adapt to volume and complexity changes.
• Lead improvement initiatives using appropriate methodologies (e.g., Lean, systems thinking, service design).
• Facilitate workshops with frontline staff and managers to build continuous improvement capability.
• Work closely with digital and systems teams to improve data quality and ensure tools support efficient workflows.
• Provide reporting and assurance to senior leadership and governance groups on performance and improvement activity.
• Support responses to external scrutiny including audits, reviews and oversight bodies where required.

Candidate Profile

• Proven senior-level experience in service optimisation, operational improvement or performance improvement.
• Background within regulatory, legal, public sector or professional services environments.
• Strong understanding of end-to-end service design and process improvement, including implementation and embedding change.
• Demonstrable experience using performance data and metrics to drive operational improvements.
• Ability to work with complex, judgement-based regulatory processes (not purely transactional services).
• Excellent stakeholder management skills, with the ability to influence without formal authority.
• Strong written and verbal communication skills, able to produce concise, evidence-based reporting for senior leaders.
• High levels of integrity, discretion and professionalism.
• Experience within professional regulation or enforcement environments (desirable).

Why Apply?

This is a rare opportunity to lead a newly established optimisation function within a high-impact regulatory organisation. You'll shape the future of service delivery, improve operational performance across critical functions, and embed a culture of continuous improvement with real visibility at senior level.

If you are interested in this opportunity, please contact Alfie Robinson at Morgan Hunt on for more information.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.