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Operational Excellence Manager

  • Location: Manchester
  • Salary: 45,000 per year
  • Job Type:Permanent

Posted about 2 months ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Contact Email: ncopitch@merje.com
  • Expiry Date: 01 December 2021
  • Job Ref: NC/18381

​Job Description

My client is looking for a Operational Excellence Manager to lead a team of Quality Assurance, Continuous Improvement and Operational Insight specialists to drive, develop and improve our current quality of customer interactions. Working with wider teams, create a culture of best practice and continuous improvement across all business units.

Responsibilities

•Inspire all levels of colleagues to drive a culture of best practice and continuous improvement

•Continuously challenge stakeholders to improve quality standards in order to deliver exceptional results

•Review the current Quality Assurance model. Work with stakeholders and take the lead to implement new working models

•Working with your leaders, lead and develop a team of Quality Assurance specialists, ensuring the right number of quality checks are completed, review work carried out by the QA specialist and identify training and development opportunities

•Develop and recommend customer journey improvement initiatives

•Document improvement exercises making sure we track progress and share benefits

•Ensure that records of all QA checks are recorded and maintained

•Ensure all team activity complies with all regulatory standards, GDPR and quality policies

Experience, skills & Knowledge

•Excellent leadership skills, with pro-active approach and ability to motivate staff to deliver objectives

•Demonstrable experience in delivering change via Continuous improvement methods

•Experience in designing and delivering Quality Assurance monitoring plans

•Previous experience of leading a Telecoms or Utilities Customer Service team preferred, but not essential

•Demonstrate evidence of an ability to follow and coach technical process workflows.

•Evidence of meeting / exceeding KPI & Quality targets

•Ability to identify Quality Assurance gaps, and evidence of successfully addressing the issues.

•Demonstrate a passion and enthusiasm for QA and CI. to improve the "status quo"

•Intellectually strong with demonstrable problem-solving skills

•A driven Leadership style with a resilience to overcome business issues

•I.T. literate, knowledge of the effective use of Microsoft (Word, Excel PowerPoint), essential.

•Stable employment record with proven management experience.

•Strong Mathematical skills.