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CI and Quality Manager
The CI and Quality manager will support the Head of CI and Quality in delivering the design and execution of strategy, programmes, projects, and initiatives that will enable service improvement across all our CM accounts. They will work closely with internal and external stakeholders as a major contributor to the evolution of Service Improvement within Shared Services.
Job Title
Continuous Improvement Manager
Job Description
Accountability for delivery of cross-functional data-led initiatives that deliver tangible benefits or savings through improvements to the Customer Experience and Operations performance. They will 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.
They will lead matrix-based collaboration that combines expertise from sectors/clients (Verticals) with functional expertise across Insight, CI, Quality (Horizontals).
They will be responsible for setting and executing the quality strategy to improve customer outcomes through the quality framework and a continuous improvement approach to improving performance.
Accountabilities & Activities
- Functional delivery of Continuous Improvement and Quality Management across one or a range of clients
- 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 individual
- 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
- Transformation and change mindset. As we continue to evolve our function, helping Capita and its clients to transform their offerings through new technology advancements, prepare your team to new ways of working that encourages forward-thinking, and embracing innovation
- Support collaboration with Group Operations Excellence to conduct process mining and re-engineering in support of reducing cost of poor quality (COPQ). 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
- Work closely with the client teams using benchmarks and industry trends to make the desired improvements and deliver the business outcomes. Gather specialist advice and support to growth activity with existing and new clients
- Fully integrate with Insight and other portfolio/client teams to highlight best practice and apply learnings to generate value opportunities
- Support development and improvement relating to our teams including Customer Experience, People Performance, Process re-engineering and Technology
- Translate VOC and Key metrics into End-to-End Journey and process redesign with tangible benefits
- Apply thought leadership to identify new improvement opportunities and utilise different approaches
- Deliver data-driven rapid scan approaches using detailed analytics and tools to create corelate and regression models
- Identify opportunities to promote Capita services for the mutual benefit of both clients and Capita. Support the creation of compelling bid propositions to add value to new and existing business opportunities
- Support the delivery of technology in support of the Customer Management strategy to become more digital-enabled. Provide options to make changes to the Quality audit approach, findings, feedback, and effectiveness in driving performance
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Essential
Qualifications, Knowledge & Experience
- 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
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Desirable
- Black Belt Lean Six Sigma or equivalent Project Management.
- Proficient with statistical analytical tools
Judgement Skills
- Project manage and deliver across multiple client opportunities and activities
- Skilled at using complex theoretical models and practical solutions to generate outcomes and recommendations
- Ability to relate analysis and improvement suggestions to the realities of a contact centre operation
- Identify and evaluate information and technology relating to client industry(s) and aspects of CI best practice
- Professional under pressure, and able to help their team cope with pressure and changing demands
Freedom Of Action
- The role holder will be required to work with client(s) and/or industry teams working on multiple initiatives
- Work autonomously to manage the improvement projects through their lifecycle and business stage gates
- Appropriately deploy resource proportionate to the project and relative priority.
Dimensions
- Deliver measurable business benefit to both the client and the client account team
- Build a strong working relationship with the client stakeholders (both internal and external) and gain positive feedback on the effectiveness of responses to their requirements
- Develop a team of skilled individuals who want to build their career within our wider team.
Environment
- Ability to manage competing priorities and demands of the role in a changing environment
- Able to help their team cope with competing and changing demands
- Client-facing role
- Travel to client site(s) as required
- Hybrid Working
- Flexibility to meet the demands of the role in working hours
Location
Leeds, United Kingdom
Time Type
Full-time
Contract Type
Permanent
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