Description:
Process Managers and Continuous Improvement Specialists thrive in understanding how things work, and constantly challenging how we can improve them – that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls in place – and then making them better. As a Process Manager, you will work with extended teams across the department, and the wider UK business, to manage and improve some key business processes.
What You’ll Do
Process Managers have the opportunity to:
- Define and implement process improvement agendas, driving efficiencies to create better experiences for our customers
- Apply management skills such as communications and change leadership to help drive key priorities like technology changes, and continuous improvement
- Identify and manage risks to the process, building effective preventative and detective controls, partnering with the risk management teams and DAs.
- Use a variety of techniques and tools to define, manage and improve processes, like Visual Management, Business Process Management, Lean, and Six Sigma
- Apply different methods for process improvement such as variation reduction, waste elimination, or risk mitigation techniques.
Working within a business built on rigorous data, insight and effective risk management, your responsibilities will include:
- Identifying operational breakdowns and inefficiencies to drive action to streamline and simplify existing processes and improve customer outcomes
- Analysing and improving existing processes to ensure consistently great customer outcomes
- Ensuring that processes are in compliance with enterprise standards and regulations
- Managing risks, events and issues to a timely closure
- Reviewing the process from beginning to end, through the eye of the business, customers and other key stakeholders, and introducing innovation into the process that can impact results, enhance profitability and assist the organization to meet its business objectives and goals
- Partnering with technology, multiple stakeholders, including intent owners and delivery teams, and vendors to ensure change is delivered smoothly
What We’re Looking For
- A keen attention to detail, to be able to understand key operational processes, systems and technology and how they are effective in managing to business objectives.
- Experience of decision making and problem solving and ability to combine business experience and insights from a range of sources to make effective recommendations.
- Ability to work in a matrix environment with multiple stakeholders to drive business decisions around an appropriate approach to process management, and ensuring execution is inline with the process definition.
- Strong business judgment, leadership and integrity: be a tenacious decision maker, able to bring a healthy, balanced approach to business with a strong customer focus
- Experience in a contact centre environment preferable
- Ideally experience using LEAN / Six Sigma methodologies within a business to drive either operational efficiencies or reduce error rates.