I'm responsible for delivering new products and/or services into the Finance Service Centre at Post Office. Specifically ensuring that transactions via all sales channels are accurately accounted for, Clients are invoiced correctly for the services provided, accurate and timely settlement is made with Clients and that appropriate resources are effectively utilised within our Service Centre.Over the last 3 years my focus has been on reviewing processes within our Service Centre. I've documented (process mapped) the processes in Visio and created a process library. I've undertaken SIPOC reviews and process improvement activities. Over the last 2 years the reviews I've led have been responsible for identifying the potential to reduce FTE resource by 15 from a population of approximately 140. In the last year I've concentrated on establishing performance measurement at individual and team level and constructing a balanced scorecard for overall unit performance.