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Continuous Improvement Manager
Continuous Improvement Manager
About the Role
The Continuous Improvement Manager will support the Head of CI and Quality in delivering the design and execution of strategy, programmes, projects, and initiatives that drive service improvement across all Customer Management (CM) accounts. The role involves close collaboration with internal and external stakeholders to evolve Service Improvement within Shared Services.
Accountabilities & Key Responsibilities
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Functional delivery of Continuous Improvement and Quality Management:
- Oversee the delivery of cross-functional, data-led initiatives that generate tangible benefits or savings through improvements to Customer Experience and Operations Performance.
- Apply proven methodologies (e.g., Lean 6-Sigma), technologies, and frameworks (e.g., QMF) to meet commitments and drive value generation.
- Lead matrix-based collaboration that combines expertise from Verticals (clients/sector sectors) and Horizontals (Insight, CI, Quality).
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Quality Strategy Execution:
- Set and execute a quality strategy focused on improving customer outcomes through a continuous improvement approach.
- Drive performance improvement via the quality framework.
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Strategic Alignment and Delivery:
- Translate client and partnership team strategies into actionable initiatives, ranging from self-help tasks to complex problem-solving.
- Manage Service Improvement-led initiatives to optimise value delivery and meet Business Plan (BP) targets while enhancing client satisfaction across a portfolio of clients.
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Team Leadership and Development:
- Establish clear direction and objectives to develop a high-performing team, leveraging individual skills and experience.
- Model people-focused leadership, fostering motivation, support, and performance excellence.
- Apply leadership knowledge to develop teams and individuals.
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Cross-Functional Integration:
- Collaborate with Insight and CI teams to integrate a more insight-led, client outcomes-based approach.
- Implement feedback mechanisms linking Quality outputs to value-generating opportunities and performance gaps.
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Stakeholder Relationships and Board Engagement:
- Build relationships with client stakeholders, including governance, client partnership teams, and innovation partners, to support Service Improvement and Customer Experience strategies.
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Transformation and Innovation Drive:
- Embrace a transformation and change mindset to evolve offerings through new technologies and forward-thinking approaches.
- Equip teams with forward-thinking and digital adaptability.
- Support Group Operations Excellence in process mining and re-engineering to reduce Cost of Poor Quality (COPQ).
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Knowledge Sharing and Best Practice:
- Facilitate best practice forums, best-in-class delivery, career development, and industry-leading approaches.
- Work with client teams using benchmarks and industry trends to drive improvements.
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Bid Development and Business Growth:
- Promote Capita services, delivering compelling bid propositions to add value in new and existing business opportunities.
- Utilise VOC (Voice of the Customer) and key metrics for end-to-end journey redesign with measurable benefits.
- Drive continuous improvement through data analytics, specifics modelling, correlation, and predictive analysis.
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Technology and Digital Enablement:
- Support the use of technology to advance the Customer Management strategy toward greater digital enablement.
- Improve Quality Audit approaches, findings, and effectiveness in driving performance.
Qualifications, Knowledge & Experience
Essential
- Lean 6-Sigma – Green Belt certification
- Minimum 3 years leading and delivering contact centre improvement initiatives/toll centre ”stations (corrected term as likely meant)
- Strong understanding and practical application of Continuous Improvement and Quality Management frameworks.
- Experience implementing Lean 6-Sigma methodologies (DDI/IS/ DMAIC project stage-gate approach).
- In-depth operational knowledge of sectors, including Telco, Retail, Utility, Financial, and Government Services.
- Demonstrated ability in Performance Improvement, focusing on People, Process, and Technology.
- Business analysis skills to translate insights into executable solutions for clients and senior stakeholders.
- Experience leading and developing teams, with practical experience in priority setting, multi-tasking, and team performance management.
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Desirable
- Black Belt Lean 6-Sigma or equivalent.
- Project Management certification or experience (e.g., PRINCE2, Agile).
- Proficiency with statistical/analytical tools (e.g., SPSS, Excel, Tableau).
- Clear judgement to align theoretical models with practical contact centre operational realities.
Judgement Skills
- Project manage and deliver across multiclient opportunities, balancing theory with operational realities.
- Use advanced analytical skills to generate progress and recommendations.
- Build client confidence by translating improvements into tangible contact centre outcomes.
- Maintain professionalism under pressure and support team resilience amidst volatility.
Freedom of Action
- Work across multiple client initiatives, acting with autonomy to manage projects through full lifecycles (business stage gates).
- Resource allocation flexibility proportional to project scale and urgency: tailor investments to the bottom-line impact.
Role Dimensions
- Deliver measurable business benefits for clients and accounts.
- Build strong stakeholder relationships with internal teams, clients, and subject matter experts, using feedback to validate effectiveness.
- Develop teams by upholding career ambition, engagement, and skills planning.
Environment and Role Expectations
- Adaptability in prioritising competing demands and navigating a volatile environment.
- Cultivate a supportive culture in teams facing chronic trade-offs between strategic vs operational demands.
- Hybrid working with flexibility to creatively manage hours.
- Client-facing role with travel requirements to client sites as needed.
Location: Leeds, UK
Time Type: Full-time Contract Type: Permanent
About Capita Specialise in driving service improvement across public and private sectors through people-first solutions supported by leading technology. Operate across the UK and Europe, enhancing operations and customer experience leadership.
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