Service Improvement Lead

3 days ago

London, United Kingdom MMP Consultancy Full time
MMP Consultancy are looking to recruit a Service Improvement Lead to join a forward-thinking Housing Association on a long term contract. This is a great opportunity for an experienced Service Improvement Manager to join a leading organisation.
The role will own the delivery of a diverse range of corporate projects, which will drive business improvement. Working closely with key business stakeholders, this role will be accountable for understanding their requirements/the need for change and translating this into recommendations which consider the impact on our customers, people, policies, processes and technology.
Duties:
* Working with senior leadership teams to define visions for service provision
* Assess and document existing end-to-end ways of working ("as-is"), using all available insight and information to represent multiple perspectives and creating a central, credible and holistic view
* Identify gaps and opportunities, challenging teams to simplify and streamline ways of working, with a focus on the customer journey
* Use internal and external sources of data and insight to influence and inform change opportunities
* Understanding and communicating the impact of current and proposed service and process design changes on customers and colleagues - listening to and representing their views to ensure the proposed solutions are customer and colleague focussed
* Provide fact-based recommendations on improvement opportunities across all levels of the organisation, balancing the "art of the possible" with pragmatism and potential constraints, clearly identifying benefits and establishing metrics to measure the success of the change
* Identify barriers to implementation and develop and propose solutions that address both business needs and customer satisfaction
* Develop visualisations to share complex information from a variety of perspectives in easily digestible formats for stakeholders to consume
* Develop the wider business in continuous improvement activity
* Development of project scope, approach, delivery and resources plans and benefits cases
* Day-to-day proactive management/ownership of project delivery to ensure agreed timescales/budgets/quality are delivered
Essential Skills & Experience:
* Experience of critically analysing processes, solutions & business cases from a variety of angles (customer, people, process, technology and data)
* The ability to explain complexity in a clear, succinct way, providing advice and recommendations to influence decision making across stakeholders at all levels
* The ability to look beyond the immediate problem and identify the wider implications of a decision
* Able to multitask in a fast-paced environment and exercise a high degree of initiative in resolving issues and developing recommendations
* Demonstrable experience of documenting as-is and designing to-be solutions with successful implementation of process improvement in a large company
* Ability to solve complex problems, while maintaining creativity to generate flexible solutions in a fast paced environment
* Confident in making recommendations and judgements effectively based upon fact and data driven analysis
* An understanding of business analysis techniques and processes
* Recognised project or programme management qualification/certification: Prince2, MSP or PMP and knowledge of structured methodologies
* Experience of leading complex multi-dimensional projects in a large organisation
* Significant experience and knowledge of project management, resource management and allocation, and budget management

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