About This Role

• Promote a culture of continuous improvement by working with the Operational areas, Risk, Compliance and the client to identify and lead the delivery of continuous improvement opportunities
• Monitor and evaluate the effectiveness and benefits of changes to customer service, colleagues and the business including an increase in Net Promoter Survey Scores, reduction of complaints and increase in capacity through the reduction of waste in processes
• Build and maintain strong relationships with senior internal stakeholders, such as executives and department heads along with subject matter experts and governance teams
• Collaborate closely with stakeholders and ensure the appropriate stakeholders are engaged from inception to implementation and review of initiatives
• Proactively drive analysis to identify, validate and scope new continuous improvement initiatives, using customer and colleague feedback along with existing MI and/or implement robust data capture to record data where existing MI is not readily available
• Present findings and opportunities to key stakeholders across multiple business units in a compelling and clear manner using a range of project management skills (including cost/benefit analysis, business cases, high-level project plans, risks and issues assessments) to do this effectively
• Use the appropriate improvement methodology and tools (Root Cause Analysis 5 Whys / System thinking / process mapping) pragmatically to identify robust solutions focused on improvements for our customers, colleagues and our business
• Actively lead the improvement activity in accordance with regulatory (e.g. Treating Customer Fairly / New Consumer Duty) and legislative requirements.  Ensure that changes adhere to the defined practice, procedures and governance frameworks to maintain consistent and compliant quality of output in line with Company, Industry and legal requirement
• Embed and manage risk as an integral part of the improvement activity to achieve a compliant and controlled operation capable of supporting and fulfilling customer needs
• Evaluate the impact of the implemented changes by completing reviews and work with the relevant stakeholders to deliver further changes if required
• Prepare and present reports in the relevant management and client committees where required to provide progress updates and review the impact of the initiatives

• Strong interpersonal, communication and influencing skills and the ability to liaise with stakeholders and colleagues at all levels
• Project management skills including the ability to plan, organise and prioritise work, engage stakeholders and shape initiatives, tracking delivery through to benefits realisation
• Proactive approach to identify and implement opportunities for improvement and the commercial acumen to enable evaluation of potential opportunities
• Strong analytical and fact-finding skills and the ability to make decisions based on quantitative and qualitative information
• Comprehensive working knowledge of Microsoft Office applications
• Significant experience of operations – preferably gained in team leader/manager roles in both contact centre and back office environment
• Business knowledge – broad awareness of the financial services industry and the regulatory environment
• Strong understanding of Root Cause Analysis 5 whys methodology

The hiring manager to contact is: Michelle Rowley Email: \r\nmichelle.l.rowley@diligenta.co.uk

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