Continuous Improvement Manager

Role Overview

• Accountability for delivery of cross functional data led initiatives that deliver tangible benefits or savings through improvements to the Customer Experience and Operations performance.
• Manage the application of proven methodologies (e.g. Lean 6-Sigma), existing / new technologies and frameworks (QMF) to meet existing contractual commitments and identify opportunities for value generation.
• Lead matrix-based collaboration that combines expertise from sectors / clients (Verticals) with functional expertise across Insight, CI, Quality (Horizontals).
• Set and execute the quality strategy to improve customer outcomes through the quality framework and a continuous improvement approach to improving performance.
• Design and deliver initiatives that provide committed improvements to our business through process and policy change projects that generate value for Capita and the client.
• Support the HO of CI&Q to understand and interpret both the clients and the partnership team’s strategies and priorities, translating them into programs of deliverable activities that range from simple self-help to complex problem solving.
• Manage delivery of SI led initiatives to optimise in-year value to contribute towards BP targets and client satisfaction across a Portfolio and individual clients.
• Set clear direction and objectives that enables you to develop and lead a high performing team that maximises team member skills, experience, and contribution.
• Role model people focused leadership values. Motivating, challenging and supporting our people to deliver outstanding performance against agreed plans.
• Apply knowledge to lead and develop the teams and individuals.
• Support the integration of the Quality team with Insight and CI to generate a more comprehensive insight-led approach to assessing Operations performance.
• Deliver feedback mechanisms to include the outputs from Quality to identify value generating opportunities and highlight performance gap.
• Build relationships with both clients and partnership teams including governance, client partner team and innovations to support delivery of Service Improvement and Customer Experience strategies.
• Create tangible actionable outcomes that generate value.
• Support the enablement of best practice sharing forums, best in class delivery, career plans and industry level approaches for our teams.

Requirements

• Green Belt in Lean 6-Sigma
• Minimum of 3 years leading and delivering contact centre improvement and transformations
• Good understanding and application of Continuous Improvement and Quality Management approaches
• Experience of implementing Lean 6-sigma methodologies using the DDIS / DMAIC project stage gate approach
• Sound operational knowledge and a level of understanding within some of the Telco, Retail, Utility, Financial and Government Services sectors
• Experience in delivering performance improvement including People, Process and Technology.
• Ability to structure business analysis, modelling and developing business solutions in a format appropriate for sharing with clients and senior Capita stakeholders
• Experience of leading and developing a team.
• Practical experience of setting priorities and multi-tasking between simultaneous strategic projects and day
• to-day maintenance related activities, ability to performance manage, lead and develop the team.

Benefits

• Hybrid Working Flexibility to meet the demands of the role in working hours