How your CV stacks up
1Upload CV
2Analyse CV
3Improve CV
Upload your CV to see how well it fits this job role
?%
Continuous Improvement Manager
Continuous Improvement Manager
About the Role
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 enabling service improvement across all Customer Management (CM) accounts. The role involves close collaboration with internal and external stakeholders to drive forward the evolution of Service Improvement within Shared Services.
Key Responsibilities
- Accountability for delivering cross-functional, data-led initiatives that generate tangible benefits or cost savings through improvements in Customer Experience and Operations performance.
- Management of proven methodologies (e.g., Lean Six-Sigma), existing / new technologies (QMF), and frameworks to meet contractual obligations while identifying opportunities for value creation.
- Leadership of matrix-based collaboration spanning expertise across clients (Verticals) and functions (Horizontals).
- Setting and executing quality strategy to enhance customer outcomes through quality frameworks and continuous improvement strategies.
- Functional delivery of Continuous Improvement and Quality Management across one or more clients, including:
- Designing and delivering initiatives that drive process and policy reforms to generate value for Capita and clients.
- Translating client and partnership priorities into deliverable programmes, ranging from simple self-help to complex problem-solving.
- Optimising short-term value to contribute towards BP targets and improving client satisfaction.
- Defining clear direction and objectives to develop and lead a high-performing team, maximising skills and contributions.
- Demonstrating people-focused leadership – motivating, challenging, and supporting teams to excel.
- Aligning Quality teams with Insight and CI to create a data-driven, insight-led approach for assessing operations performance.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Core Activities
- Client and partnership relationships: Cooperate with governance, client partner teams, and innovation teams to execute strategies for Service Improvement and Customer Experience.
- Creating a transformation mindset – supporting adaptability within Capita by introducing new technologies, innovative ways of working, and fostering growth-thinking.
- Collaborating with Group Operations Excellence to conduct process mining and re-engineering to reduce cost of poor quality (COPQ).
- Best Practice Sharing: Enabling forums, career paths, and industry approaches for internal teams.
- Engaging with clients using benchmarks and trend analysis to drive improvements and achieve business objectives, appraising specialist advice.
- Supporting the integration of insights and learning across portfolio teams to realise value opportunities.
- Facilitating improvements in Customer Experience, People Performance, process renewals, and technology adoption.
- Translating Voice of Customer (VOC) and metrics into end-to-end journey and process redesigns, ensuring tangible benefits.
- Scaning data and employing analytics tools to develop causal and regression models.
- Identifying opportunities to market Capita services strategically, contributing to proposals for new and existing business.
- Supporting technology-enabled delivery of Customer Management strategies, including workflow and feedback processes.
Qualifications and Experience
Essential
- Green Belt qualification in Lean Six-Sigma.
- Minimum 3 years of experience leading and executing contact centre improvements and transformations.
- Strong grasp of Continuous Improvement and Quality Management principles.
- Hands-on experience in applying Lean Six-Sigma methodologies using the DDIS / DMAIC project stage-gate approach.
- Operative understanding of sectors like Telco, Retail, Utility, Financial Services, and Government.
- Experience improving performance through the People-Process-Technology triplet.
- Ability to develop business analysis frameworks and communicate findings to clients and senior stakeholders.
- Leadership experience – setting priorities, managing multiple projects while handling routine tasks, balancing team performance and individual development.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Desirable
- Black Belt in Lean Six-Sigma or equivalent project management certification.
- Proficiency in statistical and data analytical tools.
Key Skills
- Project management: Handling multiple client initiatives simultaneously.
- Metrics-driven analytical approach to generate actionable insights.
- Problem-solving and team coaching for real-time operational adjustments.
- Evaluating client-specific efficiencies and identifying best practices within industries.
- Performance under pressure, ensuring teams thrive in fast-paced environments.
Work Environment
This role involves:
- Working closely with external clients and industry teams on various initiatives.
- Autonomous project management, from inception to execution through stage-gates.
- Deploying resource flexibly based on project priority.
- Data-driven, measurable benefits for both clients and Capita’s account teams.
- Building trusting relationships with internal/external stakeholders for compelling outcomes.
Operational Requirements
- ManagingCompeting priorities in a dynamic, evolving environment.
- Hybrid working flexibility with occasional travel to client sites.
- Proactive adaptation to adapt to varied scheduling demands.
Location, Contract, and Mode of Work
- Location: Leeds, UK.
- Full-time Permanent Position.
- Contract Type: Permanent.
- Working Mode: Hybrid.
Trusted by 25,000+ job seekers
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Continuous Improvement
Quality Management
Lean 6-Sigma
Data Analysis
Project Management
Customer Experience
Process Re-engineering
Team Leadership
Stakeholder Management
Operational Knowledge
Performance Improvement
Transformation
Change Management
Technology Integration
Analytical Tools
Business Solutions
Location