Group CPI Manager

Role: Group Continuous Process Improvement (CPI) Manager

Office Location: Flexible (travel to other offices required)

Working Hours: 37 hours per week between 07:00 – 19:00 (including weekends as required)

Reporting To: Head of Service Excellence

About us:

We are Ampa. The UK’s leading group of legal and professional services companies with a shared purpose; to unlock potential wherever we see it.

As enterprising and original thinkers, we’re driven to create exceptional experiences for our clients and our people. We handle personal and business-critical issues and game-changing deals across many dynamic sectors. It’s stimulating and rewarding.

We’re hardworking and deeply ambitious about creating opportunities for our employees; to move forward and achieve our ambition together. We provide an environment in which you’re supported to reach your potential.

Our people have a blend of excellent technical and business skills with the talent to do things differently.

The team:

To provide truly outstanding client service we work as one team. Our Business Operations Group is made up of business professionals who work with our legal professionals to provide market-leading expertise to our clients. The Groups include; Finance, Operations, People, Marketing, IT, Risk and Executive Leadership team

The role:

The CPI Manager is responsible for overseeing and implementing process improvement initiatives within the group. Working with the Head of Service Excellence, they will be involved in developing strategies, and are responsible for implementing improvement actions from start to conclusion.

They will work closely with teams and stakeholders to continually identify areas of improvement to be considered for inclusion in the over-arching strategy, owned by the Head of Service Excellence.

They will enhance efficiency, productivity, and quality, focusing on customer journeys across technologies, meetings, working settings (Home/Office), operational design and digitisation.

This role entails important and critical reporting in order to evidence and ensure consistent high quality in terms of effectiveness, efficiency and best value from the operations teams. These reports will align to the agreed provision of professional services across all levels at all locations.

Working closely with; IT, Business Change, Procurement, Regional Operations, Marketing and InfoSec teams to define, implement and optimise the end-to-end change delivery model - layer changes and projects.

This is an exciting role within an ever-changing environment, developing a culture of continuous improvement and encouraging a value-added service provision through innovation and best practice.

Service delivery management; assisting the development of the customer journey in order to identify opportunities to improve the customer experience. Measuring performance across the teams via KPI's and analysing SLA's, and putting into action the necessary steps from the evidence this data provides. Contributing to the overall delivery of the service excellence programme.

Supporting our Responsible Business team to maintain legal reporting, being a visible advocate for this, both across the Group and with our suppliers and collaborating on legal reporting for our BCorp accreditation.

Responsibilities include:

• Analysing existing processes and workflows to identify bottlenecks and areas for improvement
• Developing and implementing strategies for process improvement based on data analysis and best practices
• Leading cross-functional teams to execute process improvement initiatives and monitor progress
• Pro-actively approaching and collaborating with stakeholders to gather requirements and ensure that process improvements align with business objectives
• Leading regular meetings with key stakeholders with the objective of gathering feedback and developing customer relationships
• Creating and maintaining standard operating procedures and documentation for improved processes (SOPs)
• Training employees on new processes and ensuring they are followed correctly
• Monitoring and reporting on the effectiveness of process improvement efforts (KPIs)
• Identifying areas where it would be appropriate to seek and implement technology solutions to support process improvement initiatives
• Conducting regular audits to ensure compliance with process improvement standards and regulations
• Staying up-to-date with industry trends and advancements in process improvement methodologies

Person specification

• Grit; determination to see things through, overcoming blockers to deliver great results
• Collaborates with their peers to enable better business results
• Acts as an ambassador for our IOS –living and breathing our SEATA ethos (simple, empowered, accountable, transparent and agile)
• Thrives in an agile environment –able to make things happen
• Grasps concepts quickly
• Excellent interpersonal skills
• Organised, structured, articulate, and calm
• Role models collaboration and facilitates this in others at all levels
• Passionate about developing customer experience and service improvements

Skills and experience you will have:

• Possess strong analytical and problem-solving skills, as well as excellent communication and leadership abilities
• A thorough understanding of process improvement methodologies, such as Lean Six Sigma, and be able to effectively manage and motivate cross-functional teams
• Experience in process improvement or project management is highly desirable
• Proven record of accomplishment of successfully executing change programs to deliver quality, service, risk and commercial benefits across the spectrum of related services
• Relevant industry experience; Professional Services, Legal Services etc
• Experienced in structured change & process models
• Strong experience of customer journey mapping
• Broad customer experience background with a proven record of accomplishment of successfully delivering and/or contributing to the development & implementation solutions across the spectrum of people, policy, process, systems etc
• A track record which demonstrates change management as well as the ability to think laterally and challenge the status quo in order to deliver continuous improvement and cost effectiveness in the services delivered

Key competencies you will need:

• Ability to communicate confidently and effectively at a high level
• Ability to build good relationships with colleagues based on trust and respect
• Strong analytical and problem-solving skills, with the ability to identify and address client needs effectively.
• Ability to act as a driver for change. In particular the role requires:
• Digital and technology acumen
• Consultative mind-set, able to identify opportunities
• Employee care experience
• Service design philosophy
• Agile working delivery methodology
• Customer experience/journey mapping target operational model development including experience of embedding into organisations
• Strong leadership and team influence abilities, with a record of accomplishment of motivating and driving employees to push for excellence.
• Drive and enthusiasm to be part of a bigger team working together to achieve team goals
• Excellent organisational skills enabling the prioritisation and management of multiple tasks
• Demonstrable ability to map ‘as is and ‘to be’ processes and able to influence stakeholders to articulate future possibilities and relate these to business change activities
• Strong business analysis, process mapping and facilitation skills
• To be comfortable working without routine supervision and show a high degree of initiative to succeed in a demanding environment

We embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have hubs in Birmingham, Bristol, Edinburgh, Leicester, London, Milton Keynes, Nottingham, Solihull, Southampton, Stratford-upon-Avon, Lincoln, Southampton and Sheffield.

Additional information

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Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Equal opportunities

Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.