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Continuous Improvement Manager

4 months ago

England, United Kingdom Davies Full time

Our vision

Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead.

We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.



Why work for Davies

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). Join us and avail of our ever-evolving benefits, including but not limited to:


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



The role

As Continuous Improvement Manager, you will lead initiatives aimed at enhancing efficiency, optimising processes and fostering a culture of continuous improvement within the Service Operations Team at Davies. This will include the establishment and embedding of a knowledge framework to enable the production of effective communications and knowledge sharing within and outside of the Service Operations function.



Role responsibilities

  • Develop and implement continuous improvement strategies and CI Plan to optimise processes and procedures
  • Analyst data, metrics and other trends to identify root causes of inefficiencies and implement corrective actions
  • Create an internal audit schedule and conducting audits to ensure compliance
  • 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
  • Leading and coordinating improvement activities and initiatives across the Service Operations Team
  • Fostering a culture of continuous improvement via training, coaching and mentoring the Service Operations Team members
  • Support the team with a no blame culture mindset, implementing BPM framework
  • Facilitate the capture, documentation and sharing of knowledge and best practices



Skills and experience required

  • Demonstrable experience of leading (and/or managing) teams and implementing process improvements (ideally within a service environment).
  • The ability to be strategic and operational to support the continuous improvement journey of the team / department
  • Strong understanding of customer service principles and practices, with an emphasis on problem solving and problem management.
  • Thorough understanding of ISO20000
  • Previous Knowledge Management experience.
  • Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.
  • Confident conflict management skills
  • Customer centric decision maker, ability to recognise their needs and identify opportunities to meet/exceed expectations.
  • Six Sigma or similar certifications may be advantageous.



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