Continuous Improvement Manager – Contact Centre Job Vacancy in Dundee, Scotland, UK

An opportunity has arisen for a Continuous Improvement Manager to join one of the UK’s most well known retail brand

Reporting to the Head of Continuous Improvement, the successful candidate will be accountable for the promotion and facilitation of Continuous Improvement across Teams within within my client to build a sustainable CI culture delivering tangible direct and indirect benefits as well as improvements in Customer, Supplier and Colleague experience.

You will be responsible for

Leading CI activity across a defined scope of teams/colleagues/areas in the CEC, this includes but is not restricted to:

* Managing a team of Operational CI Leads who will deploy CY activity across the CEC
* Supporting Operational CI Leads in training & coaching teams/colleagues in CI methodology
* Supporting Operational CI Leads in coaching teams/colleagues in identifying opportunities for improvement and implementing appropriate solutions
* Working with leaders/key stakeholders to proactively identify opportunities for improvement in CEC Dundee
* Working closely with business change teams (Business Partners, Product Owners etc) to ensure that CI activity and larger change initiatives land seamlessly
* Making sure that PDCA is a core way of working for teams/colleagues that you are supporting so continual learning is built into the approach
* Delivery of direct/indirect benefits (FTE, working capital etc)
* Delivery of tangible improvements for customers and colleagues
* Building capability within the CEC CI team ie with the Operational CI Leads to ensure they are set up for success

The Successful Applicant

Operational skills relevant for this job:
* Leadership Capability
* Training delivery
* CI Coaching – Teams, Champions, Leaders
* Content Design
* Project Management
* CI/Lean Six Sigma Tools & Techniques

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