Continuous Improvement Manager

3 weeks ago

Kembrey Park, United Kingdom Thames Water Full time

**Who are we?**
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
**What you’ll be doing**
The primary purpose of the **Continuous Improvement Manager** is to create, train-in and develop an end-to-end continuous improvement capability within our Customer Services function and to embed this improvement culture within our business.
Individuals will be taken offline from their business-as-usual roles to be upskilled into Six Sigma disciplines and ways of working, before then taking on initiatives to deliver tangible customer experience improvement into the business by addressing root causesfor dissatisfaction.
The team that you will be training will be new to Six Sigma ways of working, so a supportive and coaching environment is a critical success factor, alongside the role modelling of key behavioural attributes to set the tone for the strong work ethic and focusthat will be required for this new capability to succeed.
The role will also encompass the development and deployment of structured governance to enable and assure initiative success and will require strong stakeholder engagement and management to create and maintain a pull for improvement from within the business.
It will be necessary to forge strong relationships with our Business Intelligence function to articulate, identify and make available data and insight such that it is possible to predict and determine the impact of proposed solutions.
In general, the Customer Excellence Manager will develop excellent relationships with all areas of Thames Water and be equally comfortable interacting with front line and senior stakeholders. They will work transparently and be able to explain their prioritisationdecisions in a way which makes sense to the stakeholders.
In addition to the above core role, a level of flexibility is necessary to support the wider Shared Services department, where this role will sit, in the delivery of excellent external relationships, with a number of regulators and industry bodies where necessary.
**What you should bring to the role**:

- Strategic thinker who can see the big picture and ask astute questions to drive business outcomes
- Ability to structure, frame strategic issues, identify key analytics and drive to outcome
- Deep understanding and experience in various lean, agile delivery practices and experience of working with agile development tools.
- Experience of continuous improvement delivery and experience in delivering in cross functional teams
- Experience of building and developing high functioning and high potential teams
- Ability to rapidly understand the business needs and environments, future trends, opportunities and constraints in any business domain.
- Experience of building effective relationships with all levels of the business including senior stakeholders
- Excellent leadership skills - demonstrating an ability to collaborate with and motivate the product development team
- Exceptional listening, communication and interpersonal skills to support teams in working towards a high functioning delivery culture
- Excellent organisation and planning skills
- Good presentation skills
- Six Sigma Qualified; least to Green Belt Level, preferably Black Belt.
- Experience of working in challenging and fast paced environments, where personal resilience is required to overcome blockers

**What’s in it for you?**
We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive**.** For our office-based roles we’re moving to a hybrid approach with various optionsacross working from home, office and our sites.
Our competitive salary and package include a bonus, car allowance, private healthcare, an excellent contributory pension and 26 days holiday per year increasing to 30 with length of service.
Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner.If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements and a wider benefits scheme including our benefits hub, which is packedfull of offers and information to save you money and support your wellbeing.
Find out more about working at Thames Water.
We deliver life's essential service so our customers, communities and the environment can thrive. This means, that when a crisis happens, we all rally around to support our customers. As part of your role, you’ll be required to participate in a rota to provideCustomer Incident Support, as requested by the Company from time to time. This may be by supporting our customers on the frontline as an Ambassador or being part of the team managing the incident as a Control Tower Lead. This is incredibly rewarding, and you’llbe given full training - it’s also a great opportunity to learn more about our business and meet colleagues.

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