Business Excellence Lead

This role requires physical presence across both our Luton & London sites, with a hybrid requirement of 3 days a week in office.

At Bionic, we're making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them.

The role

As a Business Excellence Lead, you are responsible for identifying and delivering continuous improvement initiatives, optimising business processes, enhancing efficiency and productivity for Bionic. This role collaborates with all teams within Sales, Service and technology to identify improvement opportunities, develop strategic roadmaps for change and ensure the successful execution of changes into the organisation working in collaboration with the project management function.

Role Responsibilities

Reporting to the Head of Business Excellence, you will be responsible for:

• Defining, monitoring and tracking key performance indicators (KPIs) across the sales and service operation and drive targeted interventions within pods and teams to improve performance

• Ensuring standardisation of processes across the organisation through the creation of process maps, SOPs and related documentation

• Refinement of policies to drive exceptional outcomes for our people, customers, partners and revenue

• Developing and implementing strategies to drive operational excellence and drive revenue, customer growth targets (with a particular focus on AI & Automation opportunities)

• Evolving and developing the culture and people aspect of your aligned business area, creating a highly engaged environment with the highest standards

• Managing change initiatives and own business readiness to ensure a smooth adoption of new processes and technologies

• Developing and maintaining change control and governance structures in collaboration with the legal and compliance function for improvement programs

• Overseeing the full continuous improvement cycle of process mapping, analysis, optimisation, rollout and monitoring

• Championing introduction of AI & Automation tools & digital capabilities to make it radically easier for our customers & agents, with the right level of governance and accurate data

• Oversight of the creation of training material, training roadmaps

• Overseeing and managing operational readiness activities across the organisation

• Being a key driver in transforming the customer experience, creating something we are proud of with a best-in-class NPS and Trust Pilot score

• Monitoring and managing compliance scores to ensure adherence to company standards and regulations

Essential Skills & Experience Required

• Previous experience in working in a consulting (internal/external) role, leading transformation/continuous improvement initiatives

• Strong initiative and positive thinking

• Level of analytical skills

• Understanding of growth and capacity levers

• Experience of running and leading projects

• Experience delivering change

• Previous experience working within a Contact Centre environment and key technologies (CCaaS, AI, Diallers) - Highly Desirable

• Strong excel and analytics skills

• Change management framework understanding

• Root cause analysis understanding

• E2E Journey Mapping

• Intermediate knowledge of AI capabilities to release business value

Desirable Skills & Experience

• Certification in change management or related fields

• Lean or LCS accreditation

The interview process

• Initial conversation with the Talent Acquisition Lead

• First interview, via Teams with the Hiring Manager

• Second stage, in person, task-based interview with a panel

• Final interview with our Chief Sales & Operations Officer

About Bionic Group

Bionic has over 630 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents.

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.

Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.

Benefits

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.

Enhance your health & wellbeing

• Private healthcare cover

• Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies

• Eyecare scheme

Taking time away from work ️

• 25 days annual leave plus the 8 UK bank holidays, increasing with tenure

• 1 paid family/religious day of leave per year - following successful probation period

• 1 paid charity volunteering day per year

• Option to buy/sell up to an additional 3 days leave per year

Family matters: for the special moments

• Enhanced maternity, paternity or shared parental leave

• 2 days off for your wedding upon joining, and up to 5 days after 2 years' service

• Flexible working options & a hybrid work approach

Financial wellbeing

• Auto-enrolled salary sacrifice pension scheme

• Life assurance

• Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure

• Cycle to work scheme

Recognition

• Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success

• Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition

• Long service awards