Job Description

• We’re looking for a highly motivated Continuous Improvement Manager to join our dynamic team. You’ll play a vital role in identifying and delivering service improvement activities and embed a culture of improvement to drive our business forward.

This opportunity requires a well experienced and highly organised individual to lead and deliver improvement initiatives by using process improvement methodologies and innovative thinking ensuring that improvements are not just temporary but lasting!

• If you have a critical eye for detail, a strategic way of thinking with persuasive communication skills and have a proven track record of achieving positive results in the Customer Experience sector, then take this moment to apply today!

What you’ll be doing 

• Identifying process and policy improvements to improve customer experience 
• Identifying opportunities to drive efficiency gains 
• Ensuring optimisation of best practice to deliver a best in class operation in all work streams 
• Identifying opportunities to exceed on delivery of operational objectives, maximise revenue and achieve business objectives 
• Ensuring change control framework is adhered and reported 
• Ensuring compliance framework standards and policies are met and adhered to 
• Growing and developing your people 
• Communicating key messages within the campaigns by working with the management team and our ambassadors 
• Acting as a lead and working closely with clients, key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives 

What you’ll need 

• 5 years’ experience in a senior Operations Manager position 
• Previous CX and CI experience 
• Excellent communication and negotiation skills 
• Experience in shaping and formulating operational strategic plans 
• Demonstrable experience of senior stakeholder management 
• Ability to deliver agreed programmes of work and embed initiatives for improvement