Continuous Improvement Manager

Our vision
Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead.
We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.
Why work for Davies
Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Join us and avail of our ever-evolving benefits, including but not limited to:
Reward platform – discounts for over 800 retailers
25 days holiday (rising with service)
EAP with virtual GP
Recognition programme
Enhanced maternity and paternity leave policies
Fostering friendly and fertility support employer
Pension - matched contribution up to 5%
Life Assurance (4 x basic salary)
2 x paid volunteer days per year
Development, training, and professional qualification
The role
As Continuous Improvement Manager, you will lead initiatives aimed at e nhancing efficiency, optimising processes
and fostering a
culture of continuous improvement
within the Service Operations Team at Davies. This will include the establishment and embedding of a
knowledge framework
to enable the production of effective communications and knowledge sharing within and outside of the Service Operations function.
Role responsibilities
Develop and implement
continuous improvement strategies and CI Plan
to optimise processes and procedures
Analyst data, metrics and other trends to identify root causes of inefficiencies and implement corrective actions
Create an
internal audit schedule
and conducting audits to ensure compliance
Maintain the Service Operations Team
Risk Register , ensuring the link to improvements required to remediate relevant risks
Continually assess availability of the right data to help drive the improvements
Leading and coordinating improvement activities and initiatives across the Service Operations Team
Fostering a culture of continuous improvement via training, coaching and mentoring the Service Operations Team members
Support the team with a no blame culture mindset, implementing BPM framework
Facilitate the capture, documentation and sharing of knowledge and best practices
Skills and experience required
Demonstrable experience of leading (and/or managing) teams and implementing process improvements (ideally within a service environment).
The ability to be strategic and operational to support the continuous improvement journey of the team / department
Strong understanding of customer service principles and practices, with an emphasis on problem solving and problem management.
Thorough understanding of ISO20000
Previous Knowledge Management experience.
Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.
Confident conflict management skills
Customer centric decision maker, ability to recognise their needs and identify opportunities to meet/exceed expectations.
Six Sigma or similar certifications may be advantageous.
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