Natalie Hillier

Operations and Continuous Improvement professional with over 23 years' experience improving operational performance within financial services. Skilled in workflow management, capacity planning and Lean methodologies to improve efficiency, service quality and SLA performance. Known for solving operational challenges, building strong stakeholder relationships and delivering practical process improvements.

Operational Excellence & Workflow Management Coordinator - XBP Europe

(2018-02)

• Lead Lean and Kaizen projects that improve workflow efficiency and reduce operational waste.
• Designed and implemented a production control framework across 4 UK and Ireland sites, improving workflow management and capacity planning.
• Train Operations Managers and Team Leaders in production control and productivity management.
• Develop performance dashboards and reporting using Excel and Google Sheets to support operational decision-making.
• Work with cross-functional teams to resolve bottlenecks and maintain SLA performance.
• Drive continuous improvement by identifying process inefficiencies and implementing practical solutions.

Quality Assurance Officer - XBP Europe

(2016-09 - 2018-01)

• Managed the quality assurance framework, ensuring compliance with internal controls and regulatory standards.
• Supported successful external audits through accurate reporting and compliance evidence.
• Identified process improvements through internal audits and implemented corrective actions.
• Delivered quality and compliance training to Team Leaders.
• Investigated operational risks and implemented actions to minimise service disruption.

Team Leader - BancTec

(2011-10 - 2016-08)

• Managed teams of up to 25 employees within a high-volume operational environment.
• Planned workloads and resources to meet productivity and SLA targets.
• Coached and developed team members to improve performance.
• Produced operational reports and trend analysis to support planning.
• Managed escalations and contributed to operational improvement initiatives.

Process Expert - Barclays Bank PLC

(2006-10 - 2011-10)

• Coordinated workflow allocation and resource planning.
• Developed and maintained Standard Operating Procedures.
• Supported implementation of new operational processes with minimal business disruption.
• Used process mapping to identify efficiencies and improve workflows.
• Worked with stakeholders to improve operational consistency and performance.

AS Level - Travel & Tourism

GCSEs