Fexco Managed and Advisory Services are currently looking for an Operational Excellence Manager to join their RTB team on a full-time permanent basis. This position is available under a hybrid working arrangement, combining remote and in-office work.
About the Role
An exciting opportunity has arisen to drive Operational Excellence across all aspects of the RTB Service Delivery, by managing a small team and engaging key stakeholders to agree on and implement work programmes which deliver tangible benefits for the RTB and the Fexco delivery team. This involves managing all elements of the Quality, Change, Training & Customer Experience functions impacting the RTB Contract. The role demands a strategic approach to resource allocation, process refinement, and the application of Lean Six Sigma methodologies to enhance operational efficiency and customer satisfaction.
Key Responsibilities
- Oversee the development and facilitation of comprehensive training programmes tailored to the specific needs of staff within the Registration, Administration, and General Support" and "Disputes & Compliance Support" pillars.
- Oversee the execution of regular quality assessments to ensure work performed meets high standards and to identify opportunities for improvement.
- Drive a culture of continuous improvement, ensuring agreed departmental targets are achieved whilst managing costs and performance in line with budgets.
- Oversee the generation and interpretation of reports and analytics to provide a clear view of operational performance, aiding informed decision-making and strategic planning.
- Support the implementation of continuous improvement philosophy, practices, and lean tools by keeping informed of the latest external developments in continuous improvement best practices and introducing them as appropriate.
- Exceptional leadership and team management skills, with experience in directing multi-disciplinary teams and fostering a collaborative working environment.
- Develop and manage strategic and tactical continuous improvement plans and projects.
- Demonstrate a capability in problem-solving methods with the ability to train and coach others at all levels.
- Provide support, motivation and guidance to direct reports
- Develop and maintain the Operational Excellence function across the RTB contract.
- Ensure that the operational quality & change framework, change management procedures and “Voice of the customer” deliver to the client and companies’ needs.
- Manage and deliver key performance and service level indicators, namely quality, complaints, Change management, voice of the customer & training.
- Build partnerships with the various stakeholders, both external and internal.
- Oversee the management and prioritisation of activities and resources across all elements of the function.
- Ensure compliance and retention of relevant standards, policies and accreditations.
- Support a “can do” culture in terms of responding to customer needs and driving process improvement initiatives.
- Develop and mentor individuals into a highly efficient, responsive and driven team that meets and exceeds the required performance standards.
- Understand the various working systems and practices to ensure you have the tools to effectively lead your team.
- Any other ad hoc duties as required.
The ideal candidate will have:
- Relevant third level Business qualification or a minimum of 5 years previous experience in a similar role.
- Analytic and intervention experience within the BPO industry is a distinct advantage.
- Recognised Lean/Six Sigma qualification and/or demonstrable knowledge of continuous improvement, change & project management methodology and implementation.
- Basic financial awareness, understanding of business drivers, budgeting processes.
- A positive outlook and strong people management experience with the ability to motivate others
- Excellent process improvement and decision-making skills.
- Excellent record of effective quality, change and BPI improvement in previous roles.
- Proficiency in MS Office suite, including MS-Visio and MS-PowerPoint.
- Proactive, structured and logical problem-solving skills, respond to change in a positive and flexible manner
- Ability to use own initiative and also contribute effectively to leadership of a high performing team.
- Flexible and adaptable with a positive attitude.
- Have the proven ability to prioritise and multitask within a fast-paced environment.
- Strong communicator, able to present with credibility and authority.
- Demonstrate excellent written and verbal communication skills.
- Knowledge of Net Promoter Score desirable
Is this you?
If you have the passion to succeed in a growing and innovative organisation and have the desired background we would like to hear from you now.
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.
