Risk and Process Improvement Lead

Are you passionate about driving excellence in risk management and governance? At Thames Water, we’re looking for an exceptional leader to spearhead our efforts in strengthening processes, controls, and governance frameworks. In this critical role, you’ll play a pivotal part in ensuring our operations remain resilient, compliant, and forward-thinking, all while contributing to the essential services we provide to millions.
If you’re ready to make a meaningful impact in a fast-paced and dynamic environment, we’d love to hear from you!

What you’ll be doing as a Risk, Process & Governance Lead
This role is responsible for the proactive management and oversight of household income regulatory obligations, including the identification, mitigation, and control of associated risks.

Coordinate Quarterly Risk Reviews: Facilitate quarterly enterprise risk reviews with risk owners to ensure information is comprehensive and accurately reflects the current state.

Regulatory Oversight: Maintain oversight of the Income Directorate’s regulatory commitments, including those documented in Thames’ Book of Obligations.

Risk Register Management: Lead periodic reviews of the Income Directorate's risk register, ensuring mitigation plans and controls are in place, regularly reviewed, and updated.

Audit Action Tracking: Monitor and ensure timely delivery and closure of Income Audit actions.

Control Operating Requirements: Support the embedding of Control Operating Requirements, applying appropriate oversight mechanisms.

Incident Analysis: Lead reviews of significant incidents to identify lessons learned and control gaps.

Risk & Controls Framework: Own and enhance the Risk and Controls Matrices for Income, ensuring accountability for control development, risk acceptance, and ongoing monitoring.

RACI Management: Develop and maintain the RACI (Responsible, Accountable, Consulted, Informed) for the Billing and Revenue Department.

Process Modelling Support: Collaborate with operational, improvement, and customer experience teams to create process modelling collateral that adheres to standards for customer interactions, roles, systems, documentation, risks, and controls.

Upskilling in Process and Risk Management: Provide coaching, training, and support to upskill colleagues in process and risk modelling, as well as improvement identification.

RAIDO Identification: Identify Risks, Issues, Assumptions, Dependencies, and Opportunities (RAIDO) through process collateral development.

Foster Continuous Improvement: Champion a culture of continuous improvement, ensuring alignment with operational initiatives.

Manage Annual Billing Program: Oversee and actively manage the "Annual Billing" program for Retail operations.

Location: Hybrid
Working hours Monday – Friday between 9am - 5pm

What you should bring to the role

• Process Governance and Risk Management: Develop and implement process governance frameworks and strategies, leveraging process models to proactively identify risks and controls.
• Stakeholder Management: Skilled in building and maintaining positive relationships with internal and external stakeholders, ensuring effective organisation, monitoring, and delivery against expectations.
• Analytical Skills: Leverages diverse data sets to generate clear, actionable insights, enabling fact-based decision-making and the identification of trends and patterns.
• Continuous Improvement: Identify opportunities for enhancement using process improvement techniques.
• Project and Change Management: Apply expertise in project management, change initiatives, or PMO functions.
• Retail and Customer Experience: Leverage experience in customer-facing retail environments to drive operational excellence.
• Coaching and Training: Provide coaching and training to upskill colleagues, fostering a culture of learning and development.
• Strong Interpersonal Skills: Demonstrate exceptional interpersonal abilities to effectively influence and challenge stakeholders at all levels.
• Technical Proficiency: Excel in the use of Microsoft Office applications to support and deliver business objectives.

What’s in it for you?
This is more than just a job—it’s a chance to make a real difference in people’s lives. Thames Water offers a supportive and inclusive environment, backed by excellent training to help you thrive in your role.

• Salary - Job grade B2
• 26 days of holiday per year increasing to 30 with the length of service. (plus bank holidays)
• Contributory pension - maximum of 12% - 2x employee contribution.
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
• Personal Medical Assessments – Open to all once a year.

Find out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.