Process Improvement Manager
2 weeks ago
Morson have partnered with a key customer to find an Interim Process Improvement Manager to help improve their existing customer journey.
Operating in a complex, global organisation, you will assess the current Customer Experience, identify areas for improvement and then implement your findings.
The Process Engineer is responsible for challenging the status quo, maintaining efficiency and quality in the work setting, identifying customer and internal stakeholder needs and enabling the ideation of best-in-class solutions, looking for ways to improvecustomer experience and internal productivity by making the best use of the business’s resources.
Projects will include a mix of business strategy, operations, and business process transformation initiatives to rationalize, streamline, and automate (if appropriate) core business processes.
**About the role**:
- Challenge the status quo of current processes to enable the ideation of best-in-class solutions based on customer expectations, identifying improvement opportunities to help streamline processes and increase efficiency, improving customer experience andinternal stakeholders’ satisfaction.
- Responsible for tracking key process improvement milestones and recommending adjustments and reporting on process accomplishments and deliverables.
- Use metrics to demonstrate savings and efficiency gains that have been delivered to the organization incl. setting and running dashboards/measurements systems to measure progress on the projects and initiatives.
- Develop strong collaborative relationships to achieve goals functionally and cross-functionally.
- Manage the process improvement plan daily and orchestrate changes to the stakeholders, team members and Customer Experience Lead
- Coordinate with the Customers, CX Lead, Directors, and Team Managers to ensure consistent solutions are applied.
- Work alongside the Team Managers and the Change Management Lead to ensure a smooth transition to new processes.
- To share and embed good practices around continuous improvement and further develop an improvement culture within the teams
**About you**:
- You will need to have worked cross functionally in a matrix environment in the past, with experience managing project teams with a variety of stakeholders.
- Working within an Agile/Scrum framework to deliver service-based improvement projects is key, as is an understand of the Agile and Scrum methodology.
- Proven experience of Continuous Improvement work, of which at least 1 year spent leading a change workstream or initiative.
- Ability to communicate & collaborate effectively across all levels of the organization, drive consensus and influence relationships.
- End-to-end experience of designing and delivering process improvement changes and embedding into business as usual
- Experience working within a matrix management environment
- Expertise in the use of Continuous Improvement methodologies and tools
- Demonstrable ability to influence policy & strategy across regional teams.
- Flexible and adaptable; able to work in ambiguous situations.
So, if working for a market leader, with a global presence and a genuine desire to improve its customer journey sounds appealing, please do reach out.
The role will be placed outside or IR35 and will attrack an initial 6-12 month contract
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