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Head of Continuous Improvement

  • Location: Manchester
  • Salary: £80,000 pa per year
  • Job Type:Permanent

Posted 11 days ago

  • Sector: Customer Contact
  • Contact: Neil Johns
  • Expiry Date: 11 November 2021
  • Job Ref: NC/18138

Working within the Business Performance Centre, you will responsible for managing the delivery of operational excellence through formal process improvement and change initiatives. The role holder will be required to be an intellectual leader and expert in their field of discipline who continues to embed our continuous improvement expertise, quality assurance practices and culture across the Operations around key disciplines such as Lean, Six Sigma and other change methodologies.

•Recognised expert in the discipline of Lean Six Sigma with in-depth knowledge of each methodology to ensure the critical departmental responsibilities are achieved:

•Delivery of structured, value adding Lean and/or Six Sigma projects across the Service Operations to optimise cost efficiency within service budgets.

•Ensuring a robust and well governed portfolio of Lean Six Sigma projects are delivered each financial year to return a minimum return on investment ratio of 2:1 against the cost of the department.

•Deliver well executed customer feedback loops and implementation of small change via use of Kaizen techniques to compliment the broader suite of project delivery.

•Capability deployment as needed, in continuous improvement and Lean Six Sigma tools and techniques to deliver formal certification of Lean Six Sigma Green & Black belts.

•Establish a culture of continuous improvement across the Service Operations.

•Review cost, quality, productivity, value stream mapping and root cause analysis to identify areas of opportunity for continual operational improvement and efficiency gain.

•Using advanced analytical capabilities to solve complex problems that have a broad impact on cost efficiency across the business.


•Lean Six Sigma MBB or BB certified.

•Experience in contact centre environment or equivalent.

•Experience of leading change and managing quality assurance across an operation.

•Experience working well in a highly pressurised environment with the ability to manage a number of high profile activities at the same time.

•You must be able to demonstrate exceptional leadership skills and be able to influence at all levels. Previous experience of managing teams and coaching support staff is also essential.

•Experience working within PMI Industry.

•Working knowledge of statistical software like JMP.

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.