Continuous Improvement Manger

**About the role**

The Continuous Improvement Manager will identify, lead and deploy continuous improvement initiatives across customer support to deliver quantified bottom line performance improvements alongside a superior customer experience. Specifically, this role willhave a clear focus on driving self-service combined with a continuous improvement lens on existing processes.

Key responsibilities include:

- Managing and facilitating continuous improvement activities and initiatives across customer support - improving customer experience, process capability, operational efficiency and reducing waste.
- Investigating and troubleshooting process problems, finding innovative solutions based on latest contact centre best-practice models.
- Implementing effective continuous improvement projects, especially focused on maximising the potential of ServiceNow (the case management tool used in customer support), but also using proven lean methodologies.
- Collecting, monitoring, evaluating and reporting on relevant data, and subsequent utilisation of data to plan continuous improvement projects, including case deflection and improvements to the customer experience.
- Measuring and tracking the benefits of delivered improvement initiatives, providing insight to the leadership team on delivery success.
- Proactive management of both short and longer-term projects, using data analysis to support prioritisation of work and using a balanced scorecard of key metrics.
- Leading and mentoring customer support colleagues to create a continuous improvement ethos, driving cultural change.
- Working alongside the customer support management team to drive process improvement and introduce standard operating procedures associated with contact centre performance models.
- Facilitating continuous improvement workshop events, coaching and developing teams and individuals at all levels to develop a culture focused on continual improvement and challenging the status quo.
- Working with the Head of Customer Support Operations to identify problems, design solutions and deliver change to continually improve the customer support function.
- Being a driving force for continuous improvement (e.g. identifying opportunities for macros, updating Knowledgebase, automation and the increasing use of AI).

**Skills and experience required**
- Track record of delivering improvement projects to include at least three omni-channel contact centre environments.
- Experience of driving customer experience improvements through macro & micro improvements to the implementation & usage of software such as ServiceNow.
- Ability to probe systems and data and then transform data analysis into defined actions that drive improvement.
- Strong all-round communication skills; ability to influence at all levels of an organisation.
- Commitment, energy and enthusiasm to drive change.
- Excellent organisational skills to plan and manage multiple projects across the business.
- Strong continuous improvement experience within a fast-moving customer facing environment.
- A clear, evidenced drive towards building excellence in the customer experience and efficiencies within an omni-channel contact centre environment.
- Ability to build relationships with internal and external stakeholders.
- Ability to work without direct supervision.
- Excellent problem-solving skills; ability to visualise a problem or situation and think abstractly to solve it using a range of technology and non-technology based solutions.
- Willingness to take on additional tasks as required within the needs of the business.

**About Us**

Zellis is the leading provider of payroll and HR solutions for the UK & Ireland. Together with Benefex and Moorepay we form the Zellis Group, serving a vast array of companies across every vertical and industry. Our purpose is to make people feel appreciatedfor the work they do - through precision, choice, and magic.

We have over 50 years of heritage and industry experience - and we’ve been ahead of the curve throughout. More than half a century ago, we were founded as Peterborough Data Processing. Quite a lot has changed since then - not least our name. We were acquiredby Northgate, becoming NorthgateArinso in 2007 and NGA Human Resources UK and Ireland in 2014, where we were joined by Moorepay. In 2018, the UK and Ireland division was sold to Bain Capital and now we operate as a standalone company, Zellis. After acquiringBenefex, we’re now even better equipped to serve the complex needs of our customers.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We’re proud of our culture and we work hard to create an environment where people want to join, belong to, and be part of a progressive organisation. Our values, whichwere defined with input from all of our 2,000 colleagues, are not empty words on a poster:

- Unstoppable together.
- Always learning.
- Make it count.