Business Improvement Manager (MR) Permanent

Business Improvement Manager

• The post holder is accountable for the management and delivery of both tactical and strategic cost saving improvement projects sponsored by the executive management team(s) and / or process owners
  • Review process measures, internal audit assessments and customer satisfaction feedback to identify areas for improvement
  • Identify opportunities for savings, create business cases and deliver improvements
  • Work with process owners and business change leads to ensure that improvement activities are taken to completion
  • Help to prioritise and focus Improvement activities
• Investigation of ‘poor performing areas’ of the business, quantification of cost of failure and possible benefits that may be achieved through improvement activities
• Creation of vision statements for change projects
• Supporting the process owners by setting up change teams and providing support to these teams through change expertise, and holding these teams accountable for the delivery of change projects.
• Identification of stakeholders and their effective engagement, ensuring that senior stakeholders buy into the proposal, and that other stakeholders are positively engaged
• Identification of skilled resources, setting objectives & monitoring delivery of overall project objectives
• The management of a virtual team of key stakeholders (often senior to the post holder) to ensure improvement deliverables are realised and delivered
• Creation of project plans, reflecting the proposed change and the management of these throughout the change project lifecycle
• Communicating the benefits of change across the business
• Review of successful and unsuccessful change projects gaining an understanding of lessons learned and embedding this into future change projects
• Identify, test, challenge and validate opportunities for business improvement
• Liaising with External Consultant/Existing Suppliers/Partners/new and existing Customer Representatives
• Best practice organisations

Decision making and accountability

• Forecasting and expenditure management of external spend relating to improvement activities
• Accountable for the creation of financial plans, business cases relating to projects being led.
• Reporting of improvement progress to executive management team(s) and the management of any subsequent corrective actions
• The post holder will support the delivery of strategy through the development and maintenance of the management system ensuring that this reflects the needs of ISO standards
• Responsible for the delivery of improvement projects significantly impacting on cost / customer satisfaction / employee satisfaction
• The post holder will support the delivery of strategy through the development of new tactical change projects.

Desirable skills:

• Certified Lean Six Sigma Black belt
• ITIL V3 Expert
• ISO9001 Lead auditor
• ISO20000 Consultant certificate
• Degree or similar in an engineering or technology discipline
• Good understanding of telecommunications networks
• The post holder is accountable for the management and delivery of both tactical and strategic cost saving improvement projects sponsored by the executive management team(s) and / or process owners
  • Review process measures, internal audit assessments and customer satisfaction feedback to identify areas for improvement
  • Identify opportunities for savings, create business cases and deliver improvements
  • Work with process owners and business change leads to ensure that improvement activities are taken to completion
• The creation, review and approval by executive management team(s) and / or process owners of business cases to support the need for change projects establishing success criteria and realization of deliverables
• Reporting of improvement progress to executive management team(s) and the management of any subsequent corrective actions
• Working with key customers and suppliers to help them reduce service costs, and drive up customer satisfaction

Essential knowledge and specialist skills

• Excellent interpersonal skills, along with excellent organisational abilities. Ability to take on additional responsibilities such as benchmarking and other ad hoc projects and be able to prioritise and deliver work streams
• Ability to work unsupervised, under pressure and remain calm in the face of difficult deadlines, with the ability to prioritise their workload
• Able to work effectively as part of a team, focussing on attainment of excellent shareholder value and customer satisfaction
• Demonstrates commercial rigour in decision making
• Is results focussed and is able to deliver change projects to time, cost and quality.
• Works cross functionally to facilitate beneficial outcomes that deliver efficiency and improve customer satisfaction
• Good understanding of telecommunications networks and/or service management organisation
• Experienced in the design and/or implementation of Target Operating Models
• Ability to motivate and lead team virtual teams to arrive at solutions that have clear business benefits
• Experienced project manager with track record of delivering complex projects and ideally hold a formal qualification in Project Management e.g. PRINCE2 Foundation
• Exceptional organisational and administrative skills, and be forward thinking (pre-empting problems before they arise). They will be required when necessary to take on additional responsibilities and other ad hoc projects so must prioritise and deliver work streams according to priority and delivery dates.
• Able to communicate clearly on progress against plans and share vision material with wide ranging audiences so that it becomes real for them.
• A clear understanding of, and if possible certification in, the ITIL V3 Continuous Improvement lifecycle stage
• Professional level experience in business and change management within previous roles.
• Experienced in business change & improvement tools and techniques, and ideally hold a Lean 6 Sigma (or other recognised) improvement methodology qualification
• Deep understanding of the business process framework
• Have a track record of successfully identifying issues, developing workable solutions and implementing these in a complex environment that make a substantial contribution to business savings
• Has proven skills in engaging stakeholders using a range of media and focussing messages
• Working knowledge of MS PowerPoint, MS Word and Visio and advanced knowledge of either MS Excel, Minitab or other statistical analysis tool
• Experience at negotiating with suppliers and customers at a senior level
• Experience of working in the telecomms or IT environment at management level in a quality and / or service management position
• Experience of working and delivering Business Improvement in multiple industry sectors

Salary range £42,000 – £52,000

Location – Rugby