Assistant Manager, Continuous Service Improvement, Cardiff

2 weeks ago

Cardiff, United Kingdom Deloitte LLP Full time
Job description

Connect to your Industry

Our Service Management & CSI team has been set up as a new capability within Central Business Services to monitor and improve the services provided to the business by our Enabling Functions. This is an exciting opportunity to shape the way we will ensure our services meet the business's needs and that our people enjoy a 'consumer grade' user experience.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise , we help our clients' become leaders wherever they choose to compete . To do this, we invest in outstanding people . We build teams of future thinkers, with diverse talents and backgrounds , and empower them all to reach for and achieve more.

W hat brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way , serve with integrity , take care of each other , foster inclusion , and collaborate for measurable impact . These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most .

Connect to your opportunity
  • Work with the Senior CSI team members to deliver the strategy and agenda for CSI across CBS as a whole
  • Engage across our Enabling Functions and CBS service areas, building strong relationships and proactively identifying and progressing continuous improvement opportunities to be delivered for all Enabling functions
  • Responsible for the initial research and viability assessment of CSI opportunities
  • Responsible for working with the EFs and project delivery teams on the delivery of initiatives and projects to time, quality and with expected benefits
  • Developing and maintaining the CSI methodology (Six Sigma/Lean) and supporting the creation of a pool of experts within the EFs for ongoing identification of opportunities
  • Work closely with the Senior Managers in Service Management function on identifying opportunities and tracking benefits
  • Developing and maintaining the CSI methodology (Six Sigma/Lean) and supporting the creation of a pool of experts within the EFs for ongoing identification of opportunities
  • Work closely with the Senior Managers in Service Management function on identifying opportunities and tracking benefits
  • Working with diverse teams within an inclusive team culture where people are recognised for their contribution
  • Working with the CSI Senior Managers and project teams to identify and map processes across the EFs
  • Review and analysis of CBS Service Review data, CSAT, complaint and escalation data to identify potential CI opportunities

Connect to your skills and professional experience
  • Experienced and knowledgeable of process improvement, problem solving methodologies (including Lean / Six Sigma, process redesign, managing for daily improvement, structured problem solving) is desirable
  • Evidence of successfully delivering, or supporting in the delivery of, CSI initiatives or projects to improve customer experience
  • Experience of process mapping, reviewing process maps to understand how processes function desirable
  • Experience of working in a Partnership or Professional services environment desirable

Skills and Capabilities
  • Builds broad and deep relationships across a diverse network
  • Ability to work across multiple functions/service areas
  • Comfortable in delivering change and supporting others in their change delivery
  • Strong influencing skills - uses a flexible influencing style to gain buy-in and drive impact
  • Strong analytical skills - creates and identifies opportunities to drive impact; anticipates client needs and delivers superior results
  • Delivers innovative and disruptive business process assessment and design solutions to better address business needs
  • Applies own creativity, experience, and knowledge of trends and industry activity to deliver continuous improvement initiatives
  • Makes decisions with confidence based on analysis of available information, awareness of stakeholder priorities and in alignment with objectives
  • Leads projects and provides direction to the team to deliver initiatives
  • Ensures reports and presentations have a logical flow and are strategically aligned with goals and drive business success
Connect to your service line - Enabling Functions

Collaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you'll make a far-reaching impact. Come join us.

Central business services

We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business.

Connect to your colleagues

"Collaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you'll make a far-reaching impact."

"Deloitte's a large, complex and fast-paced organisation but it's open to new ideas. Everyone is encouraged to show initiative and challenge the norm."

-Lisa, Enabling Functions

Our hybrid working policy

You'll be based in our Cardiff office with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level .

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers

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