Continuous Improvement Deployment Manager (Contact Centre / Bpo)

Continuous Improvement Deployment Manager (Contact Centre / Bpo)

The Appointment Firm

Continuous Improvement Deployment Manager (Contact Centre / Bpo)

Details of the offer

Duties & Responsibilities

Key Responsibilities:
Identify and Prioritise Current business challenges
Develop an understanding of the current business challenges by building relationships with key stakeholders within the operations
Gain a strategic insight of the business in order to see business problems in context.
Identify and create (in partnership with internal and external clients and colleagues), a rolling backlog of candidate initiatives that specifically target delivery of insight and / or sustainable benefit.
Conduct a cost/benefit evaluation for each candidate initiative, creating a prioritised backlog for stakeholder consideration.
Develop a team skill and benefit matrix for all candidate initiatives
Maintain and update a register of all initiatives, tracked as Insight, or, as improvements within the Lean Six Sigma toolkit that are delivered within agreed timelines.

Ensure the effective development of Process Improvement initiatives
Monitor the development of sustainable business solutions with relevant Cell Leaders
Mentor and advise Cells Leaders on appropriate improvement initiatives
Liaise with business stakeholders on proposed improvement initiatives and ensure buy in from relevant operational teams.
Assist business to identify the most effective solutions.
Ensure that improvement initiatives are practical and easily implemented within realistic time frames.
Ensure that initiatives meet business requirements and stakeholders understand implementation implications.
Raise risk and dependencies to the internal and external clients or enabling functions.

Guide and Direct the Implementation of improvement initiatives
Use an Agile approach to proactively deploy multiple concurrent, Insight and CI sprints that target achievement of stated problem / opportunity statement outcomes.
Ensure achievement is aligned to backlog prioritisation and completed within 6-8 week sprint duration
Gain key stakeholder / sponsor sign off on delivery of initiative
Report and justify any variances to plan utilising project management principles

Coordinate the Lean Six Sigma deployment in the Estate
Develop actionable and targeted change management plans, including communication plans, sponsor roadmaps, stakeholder engagement strategies, coaching and training plans.
Create and maintain a log of all benefits delivered, ensuring appropriate internal and client functions are engaged to release capacity and track gain-share
Deliver and implement controls and governance systems, to support tracking, implementation, utilisation and proficiency of performance metrics and individual change
Build organisational capability through effective education, coaching and deployment of continuous improvement tools across own teams

Level of Authority
The Deployment Leader is the expert on business improvement tools within the estate in which they operate
Knowledge is shared with other Deployment Leaders
Manager guides and facilitates operational interactions but independent stakeholder relationships based on knowledge are critical.
Management of priorities is within the team and planning time frame is 3-6 months.

Team Management
The CI&I Deployment Leader leads a team of Cell Leaders and a Business Intelligence Analysts working across a single estate but implementing multiple initiatives at any one time.

Desired Experience & Qualification

Experience, Knowledge and Qualifications
A degree in business / Process Engineering
Lean Six Sigma Black Belt (CCI/Externally) Accredited
3-4 years’ experience operating in a lean six sigma role in a large commercial environment
3 years’ experience implementing and anchoring effective change management initiatives in a large organisation
Experience operating as a consultant or in a consulting model within an established organisation

Skills and Competencies
Excellent written and verbal communication skills with a positive organised approach to Internal and External stakeholder management and networking.
Strong problem solving skills and an innovative approach to business solutions
Influential style and comfortable presenting and facilitating across all levels of the organisation.
Delivery orientation with the ability to work under pressure managing multiple initiatives at different stages of the cycle within a matrix model.
Ability to deal with change and encourages a questioning and innovative environment
Strong leadership skills with the ability to mentor, coach and guide

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