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Contact Centre Continuous Improvement Deployment Manager

Eingestellt von Hastings Direct

Gesuchte Skills: Sales, Pmo

Projektbeschreibung

Hastings Direct is one of the fastest growing insurance companies in the UK, providing car, van, home and bike insurance to over one million customers as well as a full range of additional products and services. Our growth plans are ambitious - we want to protect one in ten of all UK insurance customers by 2020 and with a customer joining us every 45 seconds we have high hopes to achieve this. We are committed and proud to offer our customers the best value products combined with first class customer service. Based in Bexhill-On-Sea on the South Coast with over 1500 staff at our HQ we are currently seeking a Black Belt Contact Centre Continuous Improvement Deployment Manager to join the team on a 12 month contract basis.

Purpose

This is a rapidly evolving role which will start with hands-on deployment of Continuous Improvement into a business critical end to end process in order to deliver tangible and targeted productivity, service and customer experience goals while transferring knowledge and skills to make this sustainable. The approach being adopted is a bespoke mix of Agile, Lean, Six Sigma and Process/Visual Management and initially will align with the Sales and Renewals functions within the business and a commercial focus is essential. The role will also include some coaching of tactical problem solving projects being led from within the functions as well as influencing and leading the broader deployment strategy across the business through training, communications, alignment to reward and other essential foundations.

DIMENSIONS

Budget Responsibility: Benefits delivery of circa £600K annually

Size of Function/Team: 1 Direct report (Band 3)

Interfaces: Internal Heads of Ops, Senior Managers Ops, PMO/IT & Functional Managers

External: Suppliers

KEY ACCOUNTABILITIES

. Hands-on leadership of continuous improvement deployment within one end to end process
. Delivery of tangible productivity/cost, service, customer experience and people engagement benefits
. Transfer of knowledge of lean, six sigma and process/visual management skills to line managers and staff via training and coaching
. Stakeholder management of senior and middle management
. Analysis of process, data and other variables to establish root cause
. Business case/cost benefit case development and delivery
. On-time, on-budget delivery of the project
. Close engagement of specialists in IT, Finance, Compliance and HR to shape and deliver effective solutions
. Ensure that you (and any direct reports) are meeting customers' fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers' interests at the heart of how we do business.
. Responsible for the effective identification, management and reporting of risk within your area of responsibility.
. Ensure there is appropriate debate, discussion and challenge of risks within your areas of responsibility. Enhance the risk management culture within your team for the effective identification, management and reporting of risk within your area of responsibility.
. Ensure completion of all training as mandated by the company and regulated by the FCA.
. Ensure that direct reports and self achieve and demonstrate levels of competence required to fulfil job requirements.

This list is neither exclusive nor exhaustive and there may be other duties, within the remit of this position, required of the job holder from time to time. The Company reserves the right to alter this job description and will do so after consultation with the job holder

SKILLS, KNOWLEDGE AND EXPERIENCE

Skills

. Practical experience of applying lean, six sigma DMAIC and process/visual management method and tools in a transactional environment

Knowledge & Experience

. Experience of working in 'customer' processes Contact Centres (new business/sales, retention, renewal, cancellations) where Improvement cycles have been achieved with Customer Representative professionals.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Marketing/Vertrieb, Ingenieurwesen/Technik

  • Skills:

    sales, pmo

Hastings Direct