Sarah Murphy
Head of Operational Improvement @Money and Pensions Service
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WORK HISTORY
Head of Operational Improvement @Money and Pensions Service
Bedford, GB
Liaising with key stakeholders to define the Target Operating Model, documenting the ‘as-is’ and identifying areas for improvement• Defining success metrics, baselining and implementing measurement and reporting processes• Focus on reducing cost-to-serve and increasing productivity and efficiency whilst maintaining customer experience and quality• Co-chair of AI working group, ensuring use cases are operationalised and focussed on increasing the accessibility of our services and/or efficiency and productivity of our colleagues• Championing lived experience insights to ensure our services our designed and accessible for those most in need of them and in vulnerable circumstances• Acting Service Owner for the Money Helper Pension Dashboard project, working with Product/Scrum team
EDUCATION
Birmingham City University
Master of Business Administration (MBA), Business Administration and Management, General
Birmingham City University
Media & Communication Studies
ABOUT SARAH MURPHY
An authentic senior leader with extensive experience in strategic leadership, customer centred design and operational improvement, specialising in mental health and financial wellbeing. Key competencies include; strategic analysis of external and internal environments, data driven plus lived experience approach to developing and improving innovative services and initiatives to meet strategic goals. I build diverse and cohesive teams and collaborate effectively with a wide range of stakeholders, including external partners, to build trusted working relationships and find solutions that ensure activities are delivered as planned with outcomes evidenced. An effective strategic thinker, able to communicate at all levels and with the ability to deliver high-quality improvements in operations. I am a valued leader, respected for my people centred approach and emotional intelligence. Winner of the 2020 Women in Credit Award for Innovator of the Year
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