Process Improvement Manager

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Experian is a leading global information services company that unlocks the power of data to create opportunities for consumers, businesses and societies across the world. During life's big moments - from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers - we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can't. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we've helped consumers and clients prosper, and economies and communities flourish - and we're not done. Our 17,800 people in 45 countries believe the possibilities for you, and our world, are growing. We're investing in new technologies, talented people and innovation so we can help create a better tomorrow. Experian's UK&I business is currently undergoing an ambitious Transformation Programme to drive improvements to customer experience, operational performance and overall business growth. The Operational Excellence (OE) Team at Experian is a critical capability within the central Transformation Office supporting and driving the transformation in key areas. The team operates across the full UK&I business and works with stakeholders across all business units and functions. The key accountabilities of the overall OE Team are to: Drive operational performance transformation in key strategic business areas Identify, shape and deliver key business process automations to drive customer and operational improvements Act as a centre of excellence for key capabilities including Continuous Improvement / Lean Six Sigma, Business Process Management and Process Automation Work with the business to build front-line OE capability across the wider business This role plays a critical function in support of the OE Team by acting as a key liaison between both the business and the technical teams to help identify, scope and shape both business improvements; you will be responsible for the UKI process management and process automation agenda; driving reduction in cost to serve and increase in NPS through the identification and delivery of automation and process improvement. Key Responsibilities: Analysis: Responsible for the creation of backlog of process improvement opportunities in support of our strategic focus on profitability and sustainable growth. Required to understand the business landscape in order to identify, analyse and prioritise opportunities with the most business value. Development of a roadmap and creation of an execution plan with sufficient analysis to risk assess, resource and secure required funding, to enable delivery of 500k cost saving per annum. Process: Ownership of Process Management framework business wide. Responsible for evolving and embedding of process management standards and governance, including identification of process improvement opportunities to feed into the Automation roadmap. Including reengineer as-is processes into to-be flows and wireframes. Industry Insight: Supporting the automation aspirations of the business through investigation into emerging technologies that enable operational efficiencies to be realised. So, what are we looking for? Strong analytical and problem solving skills and the ability to analyse and utilise MI to make key decisions and influence key decision makers. Experience of comprehensive requirements gathering and process design. Experience within multiple business execution areas i.e. contact centre, operations environment, product, finance etc. Strong leadership, influential, interpersonal and communication skills and be able to manage internal and external client expectations. Experience of working effectively across matrix teams. Strong technical and risk acumen Lean Six Sigma certification

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