Job Description
We’re looking for a Service Improvement Manager to join the team and help make processes and experiences smoother, easier, and more efficient. In this role, you’ll work to enhance service delivery, reduce friction, and ensure changes are implemented effectively across the department. Your work will directly impact operational efficiency, service quality, and overall satisfaction.
What You’ll Be Doing
As a Service Improvement Manager, you will:
* Identify and deliver improvements that simplify processes and enhance the experience for all stakeholders.
* Reduce the need for direct contact by promoting self-service solutions such as digital platforms and chatbots.
* Drive first-contact resolution by owning a portfolio of projects and ensuring the right information is delivered first time.
* Support the planning and coordination of projects and business improvement initiatives.
* Act as a subject matter expert on department processes to inform and guide future changes.
* Conduct reviews and workshops to optimise operations and ensure compliance and risk management standards are met.
* Develop and maintain process documentation and knowledge management content.
What Experience We’re Looking For
* Experience with process improvement methodologies (e.g., Lean, Six Sigma).
* Strong project management and business change skills.
* Ability to gather and validate requirements and support change readiness.
* Experience in business process management, including mapping and standards.
* Experience with AI deployment is desirable.
* Excellent presentation skills, both creating and delivering content.
* Confidence working with large datasets and generating actionable insights.
* Strong attention to detail for documentation, testing, and risk management.
Key Measures of Success
* Deliver projects on time, on budget, and meeting expected outcomes.
* Champion and deliver approved internal initiatives, achieving agreed measurable results.
* Maintain accuracy and clarity in process, knowledge, and system documentation.
Why Join Us?
This is an opportunity to play a pivotal role in improving processes and experiences while working on varied projects that make a real difference. If you’re passionate about service improvement, process excellence, and delivering tangible results, we’d love to hear from you.
Apply today.