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Continuous Improvement Manager - London, United Kingdom - Davies
Description
Our visionnDavies is a community of outstanding people. We welcome different perspectives, support each other's ambitions and grow together.In a fast-changing business environment, we adapt and look ahead.nWe succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise.
Working together, we are greater than the sum of our parts.Why work for DaviesnDavies are committed to being a diverse and inclusive workplace.
We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).
Join us and avail of our ever-evolving benefits, including but not limited to:Reward platform – discounts for over 800 retailersn25 days holiday (rising with service)nEAP with virtual GPnRecognition programmenEnhanced maternity and paternity leave policiesnFostering friendly and fertility support employernPension - matched contribution up to 5%nLife Assurance (4 x basic salary)n2 x paid volunteer days per yearnDevelopment, training, and professional qualification
The rolenAs Continuous Improvement Manager, you will lead initiatives aimed at e nhancing efficiency, optimising processes
and fostering a
culture of continuous improvement
within the Service Operations Team at Davies. This will include the establishment and embedding of a
knowledge framework
to enable the production of effective communications and knowledge sharing within and outside of the Service Operations function.
Role responsibilitiesnDevelop and implement
continuous improvement strategies and CI Plan
to optimise processes and proceduresnAnalyst data, metrics and other trends to identify root causes of inefficiencies and implement corrective actionsnCreate an
internal audit schedule
and conducting audits to ensure compliancenMaintain the Service Operations Team
Risk Register , ensuring the link to improvements required to remediate relevant risksnContinually assess availability of the right data to help drive the improvementsnLeading and coordinating improvement activities and initiatives across the Service Operations TeamnFostering a culture of continuous improvement via training, coaching and mentoring the Service Operations Team membersnSupport the team with a no blame culture mindset, implementing BPM frameworknFacilitate the capture, documentation and sharing of knowledge and best practices
Skills and experience requirednDemonstrable experience of leading (and/or managing) teams and implementing process improvements (ideally within a service environment).nThe ability to be strategic and operational to support the continuous improvement journey of the team / departmentnStrong understanding of customer service principles and practices, with an emphasis on problem solving and problem management.nThorough understanding of ISO20000nPrevious Knowledge Management experience.nExcellent communication and interpersonal skills, with the ability to engage and influence at all levels.nConfident conflict management skillsnCustomer centric decision maker, ability to recognise their needs and identify opportunities to meet/exceed expectations.nSix Sigma or similar certifications may be advantageous.
