Overview
At Bionic, we're making life radically easier for small business owners. We're building a one-stop shop for business essentials that's powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them.
The role
As a Business Excellence Lead for our Outbound business, you are responsible for identifying and delivering continuous improvement initiatives, optimising business processes, enhancing efficiency and productivity for Bionic Outbound Business. This role collaborates with all teams within Sales, Service and technology to identify improvement opportunities, develop strategic roadmaps for change and ensure the successful execution of changes into the organisation. This role will be based in our Luton office, with a hybrid working approach. The in office time required is 3 days a week. You\'ll also be required to be in our London based office on a monthly basis.
Role Responsibilities
Reporting to the Head of Business Excellence, you will be responsible for:
* Defining, monitoring and tracking key performance indicators (KPIs) across the sales and service operation and drive targeted improvements within pods and teams to improve performance
* Ensuring standardisation of processes across the organisation through the creation of process maps, SOPs and related documentation
* Refinement of policies to drive exceptional outcomes for our people, customers, partners and revenue
* Developing and implementing strategies to drive operational excellence and drive revenue, customer growth targets
* Evolve and develop the culture and people aspect of your aligned business area, creating a highly engaged environment with the highest standards
* Managing change initiatives and own business readiness to ensure a smooth adoption of new processes and technologies
* Developing and maintaining change control and governance structures in collaboration with the legal and compliance function for improvement programs
* Overseeing the full continuous improvement cycle of process mapping, analysis, optimisation, rollout and monitoring
* Championing introduction of digital tools to make it radically easier for agents, with the right level of governance and accurate data
* Oversight of the creation of training material, training roadmaps
* Overseeing and manage operational readiness activities across the organisation
* Being a key driver in transforming the customer experience, creating something we are proud of with a best-in-class NPS and Trust Pilot score
* Monitoring and managing compliance score to ensure adherence to company standards and regulations
Essential Skills & Experience Required
* Strong Excel and analytics skills
* Change management framework understanding
* Root cause analysis understanding
* Strong level of understanding of the Bionic business and stakeholder landscape
* Strong initiative and positive thinking
* Analytical skills
* Understanding of growth and capacity levers
* Experience of running and leading projects
* Experience delivering change
* Previous experience working within a Contact Centre environment and key technologies (CCaaS, AI, Diallers) - Highly Desirable
Desirable Skills & Experience
* Certification in change management or related fields
* Lean or LCS accreditation
The interview process
* Initial conversation with one of our TA Team
* 1st stage: Technical & Behavioural skills & experience-based interview with the Hiring Manager
* 2nd Stage: Task based interview requiring presentation to the Hiring Manager and one of our Heads of Sales
* 3rd stage: Final conversation with our Chief Sales & Operations Officer
About Bionic Group
Bionic has over 600 people working across three office locations and four businesses; Bionic - London, Bionic Outbound - Luton, Think Business Loans - Chelmsford, and Smart - Field based agents.
We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We\'re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.
Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.
Benefits
We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.
Enhance your health & wellbeing
* Private healthcare cover
* Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
* Eyecare scheme
Taking time away from work
* 25 days annual leave plus the 8 UK bank holidays, increasing with tenure
* 1 paid family/religious day of leave per year - following successful probation period
* 1 paid charity volunteering day per year
* Option to buy/sell up to an additional 3 days leave per year
Family matters: for the special moments
* Enhanced maternity, paternity or shared parental leave
* 2 days off for your wedding upon joining, and up to 5 days after 2 years\' service
* Flexible working options & a hybrid work approach
Financial wellbeing
* Auto-enrolled salary sacrifice pension scheme
* Life assurance
* Season ticket Loans, salary advances & loans to buy/rent a home - based on tenure
* Cycle to work scheme
Recognition
* Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success
* Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition
* Long service awards
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