Head of Operational Excellence

6 months ago


Newtownabbey, United Kingdom Capita Full time

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**Job title**:
Head of Operational Excellence

The Head of Operational Excellence is responsible for the effective provision of quality management and continuous improvement practices within IT&N to strengthen our quality and delivery of a cost effective and efficient service to our colleagues and customers.
The role ensures provision of various channels of feedback for our customers on our services. Ensuring feedback is registered, governed, measured and managed to create a culture of continuous improvement.
Working across Lines of Service to ensure processes are reviewed and aligned to industry best practice, keeping us compliant, competitive and customer centric.
The role requires effective engagement of across our Lines of Service to drive quality and efficiencies, as well as the management of standards and accreditations.
The Head of Operational Excellence will be a member of the Operations management team and contribute to the broader Operations strategy, operating model and operational systems.

**What you’ll be doing**
- Line Management responsibility of leading and developing team in line with Capita policies and procedures
- Collaborates with IT&N Lines of service to drive and measure continual service improvement, efficiencies, and maturity
- Controls and develops Customer satisfaction performance reporting
- Accountability for the day-to-day work allocation and management within the team,
- Where applicable delivering to customer specific SLA’s or agreed dates
- Management of applicable standards and accreditations
- Accountability for timely and accurate reporting of performance
- Ensure Lines of Service are managing performance in line with Service Improvement Plans
- Ability to multitask and prioritise work effectively
- Act as point of escalation for Operational Excellence

Working across all lines of service within the IT&N Pillar to drive a culture of continuous improvement to identify, analyse and recommend improvements based on customer feedback, satisfaction scores, data trends and analysis. Using various methodologies to measure, recommend and drive process maturity and compliance to standards.

**What we are looking for**:
Managing and leading a team to deliver:

- Customer complaint and compliment management through to resolution
- Management and administration of the Incident Survey Process
- Customer satisfaction performance reporting
- Compiling reports from customer feedback, training evaluations etc.
- Work with the Lines of service and on contracted accounts the Service Delivery managers to provide recommendations for continuous improvement opportunities
- Quality Monitoring of customer communications
- Presentation of customer satisfaction results and outcomes to the business as needed
- Delivering Customer Care Training
- Contribution to Quality and ISO requirements through documentation management

**Desired Skills and Experience**:

- Scorecard management and presentation of results
- Survey creation, delivery, and results collation
- Management of the applicable ISO and ITIL Process Frameworks
- Understanding of Prince 2, Lean or Six Sigma methodologies

**What's in it for you?**
- A competitive basic salary
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

**About Capita Technology and Software Solutions**:
Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita’s colleagues, businesses and clients.

We design, build and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services - from working collaboratively with Capita’s businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, that enables them to work effective



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