Continuous Improvement Manager
This is a Permanent, vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
As Continuous Improvement Manager, you will report to the Head of Service Operations and will be tasked with leading initiatives aimed at enhancing efficiency, optimizing processes and fostering a culture of continuous improvement within the Service Operations Team.
By working closely with the rest of the Service Operations Team, and in collaboration with other teams, you will identify opportunities for optimisation and implement best practices which adhere to industry standards.
You will be responsible for internal audit processes to ensure compliance with industry standards. By developing and tracking metrics to identify areas for improvement and ensure the operational effectiveness.
You will be responsible for chairing CI meetings to ensure we are continually measuring and monitoring our operational efficiency.
Establishing and supporting a knowledge framework to enable the production of effective communications and knowledge sharing to the various audiences.
Key responsibilities
- Develop and implement continuous improvement strategies to optimise processes and procedures
- Analyse data, metrics and other trends to identify root causes of inefficiencies and implement corrective actions
- Creating an internal audit schedule and conducting audits to ensure compliance
- Manage non conformance, ensuring reviews take place and actions are progressed
- Maintain the Service Operations Team Risk Register, ensuring the link to improvements required to remediate relevant risks
- Continually assess availability of the right data to help drive the improvements
- Develop and maintain a CI plan that outlines objectives, initiatives and timelines for continual improvement
- Leading and coordinating improvement activities and initiatives across the Service Operations Team
- Foster a culture of continuous improvement via training, coaching to support the Service Operations Team members
- Support the team with a no blame culture mindset, implementing BPM framework and facilitating these to encourage the open and honest approach for feedback and help identify improvements
- Facilitating the capture, documentation and sharing of knowledge and best practices
Key skills and experience required
- Proven track record of leading teams and implementing process improvements in a service environment.
- Strong understanding of customer service principles and practices, with an emphasis on problem solving.
- Exceptional leadership and people management skills.
- Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.
- Excellent conflict management skills.
- Strategic thinker with strong analytical and problem-solving skills with the ability to translate data into actionable insights
Soft Skills
- Have the ability to inspire, motivate and guide a team to achieve their goals.
- Have excellent communication and interpersonal skills.
- Be competent in identifying, addressing, and resolving conflicts in a calm and constructive manner.
- Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations.
- A strong focus on customer satisfaction, recognise their needs and ensure communication to meet/or exceed these.
- Have an excellent ability with problem solving, involving a proactive approach to foresee potential issues and address them before escalation.
What we offer
- Company Pension and Life Assurance
- Leadership, training & support for professional qualifications
- Development programmes & institute memberships
- Employee Assistance Programme
- Virtual GP and other wellbeing resources and regular company initiatives
- Access to Cycle to Work, Season Ticket Loan and eye test vouchers
- Davies Foundation; regular fun events to raise funds for our charitable foundation
Diversity & Inclusion
Davies are committed to being a diverse and inclusive workplace, we welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality and belief (or lack thereof).
The Company
Davies Group are a multi-award-winning specialist professional services and technology business. We deliver operations across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation, change management and digital innovation.
Over recent years we have consistently delivered double digit organic growth. Our programme of digital transformation has seen us successfully launch a range of technology-led solutions in the insurance and highly regulated markets, including the use of video, drones, robotics and our ‘Disruptive Thinking’ innovation lab that places the power of new ideas in the hands of our people. With our investments in technology, we have grown our solutions with existing clients and added new partnerships to our business. Currently we have a global team of around 6,000 professionals working with over 1,000 of our clients across the world.
To find out more detail please follow the link below:
Our Values
We are
Dynamic
We are
Innovative
We are
Connected
We
Succeed
Together
Our Stories
Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms and sector expertise. Working together, we are greater than the sum of our parts.
Charity Work
The Davies Foundation - Our people, clients and the communities we serve are at the heart of our business. The Davies Foundation has been created to give our employees the autonomy to choose how we support, giveback and do good for the local communities we live and work within.
To find out more detail please follow the link below:
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