As a Regional Continuous Improvement Lead, you will be excited to constantly scrutinize how our contact centre works.
You’ll work alongside the Senior Leadership team to scope out and deliver incremental and impactful improvements in policies, tools, services, and processes. You’ll work with our Ops. Managers, TLs and CS Advisors to understand the pain points they are facing day-to-day, and bottlenecks in our operations focusing on how we can make our operations more efficient and engaging.
You will work with a wide range of stakeholders within the global CS Operational Excellence team, P&T teams and other departments to build and deliver a continuous improvement framework and always look ahead to how we can continue making our customer, partner and advisor experience better
Independently build and lead a best-in-class continuous improvement framework, proactively identifying opportunities for enhancement
Directly manage and coach a team of Regional Continuous Improvement Specialists to discover and deliver impactful initiatives
Lead and facilitate improvement workshops with leadership and SMEs to drive collaborative problem-solving and change implementation
Collaborate with Ops Strategy, Content & Change & Comms, and Training & Quality teams to inform policy, engage the workforce, and optimize CS Advisor journeys
Own the lifecycle of improvement initiatives, from identifying efficiencies and building business cases to successful project delivery through internal governance
Utilize various methods (interviews, feedback, analysis, workshops, surveys) to build compelling cases for change and proactively identify solutions with CS leadership
Ensure successful delivery through post-implementation reviews and embed a culture of continuous improvement by influencing positive behaviors at all levels
Requirements:
Proven experience leading continuous improvement initiatives and delivering tangible business impact within a fast-paced Business/CS environment is vital
Lean Six Sigma qualification (Green or Black Belt level)
Strong data analysis skills to identify trends, bottlenecks, and improvement areas are essential
Beneficial experience in Programme/Project management and business analysis
Demonstrated ability as a natural influencer and collaborator, comfortable navigating complex matrix organisations
Excellent stakeholder engagement, influencing, and communication skills, with the ability to blend strategic thinking with pragmatic action
Benefits:
Leisure and Lifestyle:
These benefits are designed to help you make the most of your time and enjoy everyday life: Generous annual leave entitlement | An additional day off to celebrate your birthday - take it whenever suits you | Flexibility to buy or sell holiday days (within an annual limit) | Monthly meal allowance to enjoy food at work or at home | Access to discounts, cashback offers and savings via an employee portal
Protecting the Future:
These benefits are designed to give you and your loved ones peace of mind: Life insurance cover from your first day of employment | Income protection support if you're unable to work due to long-term illness or injury | Pension scheme with company contributions and the flexibility to increase your own contributions
Health and Wellbeing:
Helping you stay physically and mentally healthy: Private medical insurance options, depending on your role and location | Enhanced family leave for maternity, adoption, paternity, and shared parental leave | Annual eye care benefits, including eye tests and financial support for glasses | Confidential Employee Assistance Programme (EAP) | Office perks including healthy snacks and drinks | Mental health support, including on-site coaching and access to wellness platforms
