Service Improvement Lead
What's involved with this role:
Interim Service Improvement Lead
Reference no: CLA TCL 0009 62E6 / 1Pay Rate: £25.48 per hour PAYE
37 Monday – Friday, normal working hours
This opening assignment is for 6 months
City: CAMDEN, LONDON
Hybrid working
The role will own the delivery of a diverse range of corporate projects, which will drive business improvement. Working closely with key business stakeholders, this role will be accountable for understanding their requirements/the need for change and translating this into recommendations which consider the impact on customers, people, policies, processes and technology.
The role will be responsible for supporting business teams to successfully implement new ways of working.
Key Responsibilities:
Working with senior leadership teams to define visions for service provision.Assess and document existing end-to-end ways of working ("as-is"), using all available insight and information to represent multiple perspectives and creating a central, credible and holistic view.
Identify gaps and opportunities, challenging teams to simplify and streamline ways of working, with a focus on the customer journey.
Use internal and external sources of data and insight to influence and inform change opportunities.
Understanding and communicating the impact of current and proposed service and process design changes on customers and colleagues – listening to and representing their views to ensure the proposed solutions are customer and colleague focussed.
Provide fact-based recommendations on improvement opportunities across all levels of the organisation, balancing the "art of the possible" with pragmatism and potential constraints, clearly identifying benefits and establishing metrics to measure the success of the change.
Identify barriers to implementation and develop and propose solutions that address both business needs and customer satisfaction.Develop visualisations to share complex information from a variety of perspectives in easily digestible formats for stakeholders to consume.
Develop the wider business in continuous improvement activity.
Development of project scope, approach, delivery and resources plans and benefits cases.
Qualifications:
Recognised project or programme management qualification/certification: Prince2, MSP or PMP and knowledge of structured methodologies.
Knowledge:
An understanding of business analysis techniques and processes.
Experience:
Experience of critically analysing processes, solutions & business cases from a variety of angles (customer, people, process, technology and data).Demonstrable experience of documenting as-is and designing to-be solutions with successful implementation of process improvement in a large company.
Experience of leading complex multi-dimensional projects in a large organisation.
Significant experience and knowledge of project management, resource management and allocation, and budget management.
Experience of managing risk, issues and dependencies within a complex programme.
Experience of working with senior executives, gained in a comparably large and complex organisation.
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
Skills & Abilities:
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).The ability to explain complexity in a clear, succinct way, providing advice and recommendations to influence decision making across stakeholders at all levels.
The ability to look beyond the immediate problem and identify the wider implications of a decision.
Able to multitask in a fast-paced environment and exercise a high degree of initiative in resolving issues and developing recommendations.
Ability to solve complex problems, while maintaining creativity to generate flexible solutions in a fast paced environment.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
Please feel free to apply to us directly via jobs@tclrec.com by quoting the job reference and exact job title.
To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms.We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days please assume that you have not been shortlisted on this occasion.We will, however, be very happy to receive future applications from you for other roles.
ALD1
Job Ref: CLA TCL 0009 62E6 / 1
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.