Assistant Manager, Continuous Service Improvement, Cardiff

Our Service Management & CSI team has been set up as a new capability within Central Business Services to monitor and improve the services provided to the business by our Enabling Functions. This is an exciting opportunity to shape the way we will ensure our services meet the business's needs and that our people enjoy a 'consumer grade' user experience.,

• Work with the Senior CSI team members to deliver the strategy and agenda for CSI across CBS as a whole
• Engage across our Enabling Functions and CBS service areas, building strong relationships and proactively identifying and progressing continuous improvement opportunities to be delivered for all Enabling functions
• Responsible for the initial research and viability assessment of CSI opportunities
• Responsible for working with the EFs and project delivery teams on the delivery of initiatives and projects to time, quality and with expected benefits
• Developing and maintaining the CSI methodology (Six Sigma/Lean) and supporting the creation of a pool of experts within the EFs for ongoing identification of opportunities
• Work closely with the Senior Managers in Service Management function on identifying opportunities and tracking benefits
• Developing and maintaining the CSI methodology (Six Sigma/Lean) and supporting the creation of a pool of experts within the EFs for ongoing identification of opportunities
• Work closely with the Senior Managers in Service Management function on identifying opportunities and tracking benefits
• Working with diverse teams within an inclusive team culture where people are recognised for their contribution
• Working with the CSI Senior Managers and project teams to identify and map processes across the EFs
• Review and analysis of CBS Service Review data, CSAT, complaint and escalation data to identify potential CI opportunities
  
  Experienced and knowledgeable of process improvement, problem solving methodologies (including Lean / Six Sigma, process redesign, managing for daily improvement, structured problem solving) is desirable
• Evidence of successfully delivering, or supporting in the delivery of, CSI initiatives or projects to improve customer experience
• Experience of process mapping, reviewing process maps to understand how processes function desirable
• Experience of working in a Partnership or Professional services environment desirable
Skills and Capabilities
• Builds broad and deep relationships across a diverse network
• Ability to work across multiple functions/service areas
• Comfortable in delivering change and supporting others in their change delivery
• Strong influencing skills - uses a flexible influencing style to gain buy-in and drive impact
• Strong analytical skills - creates and identifies opportunities to drive impact; anticipates client needs and delivers superior results
• Delivers innovative and disruptive business process assessment and design solutions to better address business needs
• Applies own creativity, experience, and knowledge of trends and industry activity to deliver continuous improvement initiatives
• Makes decisions with confidence based on analysis of available information, awareness of stakeholder priorities and in alignment with objectives
• Leads projects and provides direction to the team to deliver initiatives
• Ensures reports and presentations have a logical flow and are strategically aligned with goals and drive business success
  
  Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.
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