Regional Quality and CI Manager

Recruiter
Capita Managed IT Solutions
Location
West Lutton, UK
Salary
Competitive
Posted
18 Jul 2019
Closes
22 Jul 2019
Ref
1211535506
Contract Type
Permanent
Hours
Full Time
Regional Quality & Continuous Improvement ManagerYorkshire based with some travel£40k - £46k depending on experience + benefits + carBecoming a Regional Quality & Continuous Improvement Manager with Capita:The Regional Quality and CI Manager will have accountability for Quality and CI functions across a set of accounts within a region or portfolio. Our CI teams are responsible for delivery of client based multi-discipline Insight-led improvement initiatives that meet Service & Sales journey designs targeting end-user experience ambitions & proposition failure demand initiatives - utilising a proven methodology (e.g. Lean, 6 Sigma). Our quality functions are responsible for setting and executing the quality strategy across the same region to improve customer outcomes through the quality framework and a continuous improvement approach to improving performance.The role will support the Regional Head of CI & Quality taking responsibility for managing delivery of the strategy, programmes, projects and initiatives that will enable improvement across all our CM accounts. The role will work alongside the Operations Leadership teams and provide the required input to the client leadership and partnership teams to support decision making.This will include making recommendations regarding prioritisation, allocation of resources, programme delivery and necessary escalations. The Regional Quality and CI Manager will provide oversight for the quality and completeness of all client work (internal & external) throughout all phases of the CI methodology and Quality frameworks. The role will provide expert knowledge in both Industries we serve and technical disciplines. What you will do:Understand and interpret both the clients and the partnership teams strategies and priorities, translating that into programs of deliverable activitiesWork closely with the client teams using benchmarks and industry research to make the desired improvements and deliver the business and quality outcomes, provide specialist advice and supporUsing external research, industry data and client knowledge to manage the team of Specialists, Technicians and quality experts to deliver tangible benefits to the account teamsBuild relationships with both clients and partnership teams to add value and provide operational expertise and leadership in CI, CX and Quality strategiesIdentify opportunities to promote capita services to the mutual benefit of both clients and capitaCreate compelling bid proposition to add value to new and existing business opportunitiesNew bid investment review & operational readiness to support planned/contracted initiative deliveryEnsure that the team values and encourages analytical rigour and depthBuild business capability through breakthrough thinking in the design and execution of an industry leading Quality ModelDefine and deliver the quality strategy, policy and architecture.Deliver a step change in quality measures though a structured programme of quality activities and projectsFacilitate the achievement of all contractual quality targetsCreate a leadership culture that grows and develops your people whilst delivering the right resultsYour experience will include:Lean Six Sigma qualifiedExperience in running and managing Improvement projects and delivering programmes for clients - experience of contact centres will be beneficialRelevant experience performing business analysis, modelling and developing business solutions for recommending on critical operations / projectsSound understanding of continuous improvement approaches and methodologyExperience leading and mentoring a team of analysts , people leadership across differing levelsPractical experience of setting priorities and multi-tasking between simultaneous projects and day- to-day maintenance related activitiesUnderstanding of quality frameworks and the contribution they deliver to a successful operationAbout Capita Customer Management:At Capita Customer Management we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. Working across 19 contact centres in the UK, India, Poland and South Africa, we pride ourselves on providing exceptional customer service to customers for a range of big name clients like O2, Volkswagen Group, British Gas, RSPCA and William Hill.What's in it for you?At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do. As well as a generous basic salary, we also give you23day's holiday (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.What we hope you will do next:Help us find out more about you by completing our short application process - click apply now.Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.| Become a Change Maker |

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