Best Practice Manager
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Looking for a career in Best Practice? Ready to take the next step?
We have an exciting opportunity for a full-time Best Practice Manager to join our business and play a key role in driving continuous improvement, training, and support across the business.
The Best Practice team is central to how we deliver change. We ensure quality assurance, risk management, and process compliance while also supporting staff through training, documentation, and hands-on guidance. Working closely with stakeholders across Business, Project Management, and IT, you’ll help us embed best practice and deliver value in a controlled change environment.
Key Responsibilities
* Lead change and continuous improvement initiatives, providing subject matter expertise and identifying opportunities for process and system enhancements.
* Collaborate cross-functionally to develop SOPs, training materials, and process documentation.
* Support business case development, track project progress, and apply lessons learned to drive measurable improvements.
* Deliver training sessions, workshops, and presentations to support adoption of new solutions, particularly within Client Services.
* Provide first-line support for users—resolving issues, documenting bugs, and communicating system or process changes clearly.
* Advocate quality assurance and uphold high standards across all training and support activities.
Skills & Experience
* Strong leadership skills with the ability to motivate teams and collaborate effectively across departments.
* Excellent communication and interpersonal skills, confident engaging at all levels of the business.
* Proven ability to identify problems, investigate root causes, and implement effective solutions.
* Experience designing and delivering training and supporting change management programs.
* Highly organized with strong time management and the ability to manage multiple priorities under pressure.
* Proficiency with Microsoft Office Suite; experience using generative AI tools to enhance efficiency is desirable.
* Flexible, curious, and resilient, with high attention to detail.