Service improvement Specialist

2. JOB PURPOSE

The key purpose of the Service Improvement Manager role is to lead and oversee priority.

projects and initiatives which will help deliver the goals of Customer care, in line with the priorities of any Business Plan.

The Service Improvement will also support the progression of relevant People and Technology priorities.

The Service Improvement will identify, design, and deliver priority changes to

services which improve ways of working for colleagues and deliver better outcomes for our customers and the business.

The Service Improvement will ensure that improvements are designed in a collaborative way using customer and other insight and that they are delivered in a prioritised and planned way which will ensure expected benefits for

customers and teams are realised.

3. KEY ACCOUNTABILITIES

Managerial Accountabilities (Common according to the managerial level)

Functional Accountabilities (Job Specific)

• Lead on the design and delivery of cross-cutting change and improvement plans and

projects which support the goals

• Take a lead role in the strategic implementation including change management when required to support

service changes

• Strengthen service development and decision-making within Operations to ensure it is insight-led, informed by meaningful stakeholder engagement, timely, effectively communicated and delivers expected customer and business benefits that will include improved performance, efficiency and customer satisfaction and reduced business cost

• lead on multiple complex change and improvement projects that support corporate priorities, through management of the Operations Service

Improvement Team and matrix-management of colleagues from other services

including senior managers

• Work closely and collaboratively with colleagues and provide technical expertise and knowledge to identify and recommend changes in OperationsOversee and complete research and analysis activities alongside customer and colleague engagement to identify areas where customer experience and service

efficiency can be further improved.

• Evaluate the CRM system on regular basis and pass the enhancement recommendations to the management

• Promote teamwork and contribute effectively to the achievement of team morale and business goals.

• Coordinate team activities so that work is completed effectively, efficiently and to the required SLA & standards

4. Qualifications and experience

Qualifications

·       •        Bachelor Degree in Business Administration  or any relevant major .

Experience

·       •        3+ years of experience in Customer Care , with a large portion in QA management.

·       •        Hands-on experience in the customer service space, CC quality assurance.

Knowledge and Skills

• A practical understanding of what constitutes excellent customer care, how it can be

measured and improved and experience of working with colleagues and customers to

improve services and outcomes for customers and the business.

• An excellent understanding of project management tools and methodology including those used for issue and risk management and mitigation.

• Proven ability to constructively challenge and drive change to systems, structures, processes, and practices to improve ways of working for teams and service provision for

Customers.

• Excellent stakeholder management skills

• An in-depth understanding of research and analysis techniques along with well-developed

analytical and problem-solving skills

• A practical understanding of using data and insight to identify and address emerging

customer priorities

• A practical understanding of change management

• An understanding of performance management tools and techniques, including target

setting monitoring and analysis, identifying improvements, and financial

performance/budget management and control.