Continuous Improvement Manager | London, UK

Davies Consulting; London; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading consulting firm in London seeks a Continuous Improvement Manager to enhance efficiency and optimize processes within the Service Operations Team. The role involves leading initiatives, conducting audits, and fostering a culture of continuous improvement. Ideal candidates will have strong leadership and analytical skills, along with a proven track record in service environments.

Benefits

25 days holiday (rising with service)

EAP with virtual GP

2 x paid volunteering days

Enhanced maternity and paternity leave policies

Pension - matched contribution up to 5%

Life Assurance (4 x basic salary)

Qualifications

• Proven track record of leading teams and implementing process improvements.
• Strong understanding of customer service principles.
• Exceptional leadership and people management skills.

Responsibilities

• Develop and implement continuous improvement strategies.
• Analyse data to identify root causes of inefficiencies.
• Create and conduct internal audits for compliance.

Skills

Leadership

Problem Solving

Communication

Analytical Skills

Conflict Management

Job description

Continuous Improvement Manager

Davies Consulting London, United Kingdom

Continuous Improvement Manager

Application Deadline: 30 May 2025

Department: IT

Employment Type: Permanent - Full Time

Location: Home United Kingdom

Description
As Continuous Improvement Manager, you will report to the Head of Service Operations and will be tasked with leading initiatives aimed at enhancing efficiency, optimizing processes and fostering a culture of continuous improvement within the Service Operations Team.

By working closely with the rest of the Service Operations Team, and in collaboration with other teams, you will identify opportunities for optimisation and implement best practices which adhere to industry standards.

You will be responsible for internal audit processes to ensure compliance with industry standards. By developing and tracking metrics to identify areas for improvement and ensure the operational effectiveness.

You will be responsible for chairing CI meetings to ensure we are continually measuring and monitoring our operational efficiency.

Establishing and supporting a knowledge framework to enable the production of effective communications and knowledge sharing to the various audiences.

Key Responsibilities

• Develop and implement continuous improvement strategies to optimise processes and procedures

• Analyse data, metrics and other trends to identify root causes of inefficiencies and implement corrective actions

• Creating an internal audit schedule and conducting audits to ensure compliance

• Manage non conformance, ensuring reviews take place and actions are progressed

• Maintain the Service Operations Team Risk Register, ensuring the link to improvements required to remediate relevant risks

• Continually assess availability of the right data to help drive the improvements

• Develop and maintain a CI plan that outlines objectives, initiatives and timelines for continual improvement

• Leading and coordinating improvement activities and initiatives across the Service Operations Team

• Foster a culture of continuous improvement via training, coaching to support the Service Operations Team members

• Support the team with a no blame culture mindset, implementing BPM framework and facilitating these to encourage the open and honest approach for feedback and help identify improvements

• Facilitating the capture, documentation and sharing of knowledge and best practices

Skills, Knowledge & Expertise

• Proven track record of leading teams and implementing process improvements in a service environment.

• Strong understanding of customer service principles and practices, with an emphasis on problem solving.

• Exceptional leadership and people management skills.

• Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.

• Excellent conflict management skills.

• Strategic thinker with strong analytical and problem-solving skills with the ability to translate data into actionable insights

Job Benefits
Davies 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). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include:

• Reward platform - discounts for over 800 retailers
• 25 days holiday (rising with service)
• EAP with virtual GP
• 2 x paid volunteering days
• Enhanced maternity and paternity leave policies
• Fostering friendly and fertility support employer
• Pension - matched contribution up to 5%
• Life Assurance (4 x basic salary)
• Development, training, and professional qualifications where applicable

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