About the role
The Continuous Improvement Manager will create and lead client/Kura strategies to deliver high quality service improvement changes to enhance operational processes, client processes, support infrastructure, people capability and communications making them effective, consistent and customer orientated across the Client operation to optimise profitability for either Kura/client or both.
The Continuous Improvement Manager will also be responsible for supporting and presenting our delivered measurable value add plus future transformation strategy in existing client key stakeholder business reviews and providing project management delivery of new business transition
What you will do
- Create and deliver client account strategy for CI through value add which contain measurable benefit outputs for either savings to Kura, client or customer experience and that they are being delivered on time to plan
- Line management of the Service Improvement Managers
- Communicate effectively with the team to create and maintain a motivated and challenged workforce
- Create and maintain a strong sales growth culture and performance driven working environment
- Work with internal stakeholders, clients to develop and deliver change, including improvement initiatives and plans that will add value, improve productivity, performance, and profitability
- Manage client relationship for CI and innovation ensuring high levels of Client Satisfaction measured through CNPS
- Delivery of accurate and timely documentation internally and externally
- PM and transform new business sales acquisition and create talent pool within team to complete
- Provide documented strategy with measurable key outputs on findings, showing detailed analysis, conclusions and recommendations for productivity improvements and ultimately improve the client KPI’s
- Ensure knowledge is kept fully up to date in relation to competitor activity and industry regulatory requirements
- Flexible approach to working hours and travel to other Kura sites
- Pro-actively researching and seeking innovative technology or new ways of working externally
- Judgement and decision making
- Analysis of reports and decision making in relation to proposed changes either Kura or client led
- Objective setting to achieve delivery of Client strategic objectives
- The successful candidate will be able to demonstrate an ability to balance competing priorities, demonstrate proactiveness and strong problem-solving skills with a focus on solutions.
- Financial responsibility
- Responsibility of budgets for specific project work and savings through benefits to either clients or the business
- Client partnership travel spend budget
- Driving effectiveness to increase profit margins
- Responsible for identifying revenue generation and sales improvement opportunities
- External relationships
- Clients at senior level (existing or potential)
- Suppliers
- Professional bodies to benchmark Kura against and bring in best practice and new ways of working
- Internal relationships
- Leadership Team
- Head of Operations, Operations Manager and Senior Operations Manager
- All employees for particular projects
- Data Science Team
- Wider People and Culture team
What we are looking for
- Excellent written, numeracy, verbal and presentation skills
- Highly proficient in MS Office applications
- Project Management experience or qualifications
- Pro-active, consistently seeking new ways of working through problem solving
- Has a high bar across every aspect of delivering a world class service to clients
- Ability to recruit and create dynamic and highly performing teams
- Highly focussed and sales driven
- Experience of managing multiple projects and varying team sizes
- Enthusiastic, self-motivated, and work well under pressure
- An understanding of the market including operational delivery and customer expectations.
- Excellent planning, organisational, communication and time management skills
- Good understanding of the contact centre industry
- Track record of delivering projects on time, to quality and budget
- IT literate
- Act with integrity at all times when representing our business and its people
- Ambassador for Kura values and brand
What we offer
We have spent over thirty years building a business around developing people. Here’s what that means for you.
- Structured coaching and development that runs for as long as you are with us, not a one off induction week
- Real routes to progress. Most of our managers were promoted from within, and so was our CEO
- Wellbeing support and an Employee Assistance Programme
- Access to financial, family and legal support
- Health and wellbeing programmes
- Peer recognition through Kura Kudos, with more than 20,000 shared across the business every year
- 30 days paid holiday
About Kura
Kura is an independently owned customer experience partner with over 35 years’ experience, operating from Glasgow, Sunderland and South Africa. We build customer experience solutions around our clients’ businesses, and we develop our people for the long term.
How to apply
To apply, send your CV to [email protected] with the job title in the subject line. We review applications as they arrive and will be in touch to arrange a conversation if your experience matches what we are looking for.
