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Business Improvement Manager job in London

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Job Ref:  204604903
Employer:  cv-library.co.uk
Industry:  Construction
Job Type:  Permanent
Country:  United Kingdom
County/State:  London
City:  London
Post Code:  WC1A
Salary:  £45000 - £50000/annum + discretionary bonus
02/10/2016 03:03
Management service provider.

Based out of one of their London offices you will support the business across a number of contracts and locations in the UK, most of which are in and around the London area.

* Permanent position
* 45-50k basic salary plus discretional bonus scheme
* Business Change and Improvement Manager
* Delivering operational improvement across the sector
* Knowledge and experience of using Six Sigma, BPO (Business Process Improvement) and Lean Process Improvement

Through effective change management, the Business Improvement Manager is to identify and lead on areas of continuous improvement to ensure both contract requirements and internal Business Plan objectives are achieved and where possible, exceeded.

You will lead by example to give excellent customer service delivery through the approach of building an excellent relationship with clients based on consistent and high quality service delivery. The foundations of the client and stakeholder relationship will be trust, open communication and keeping our promise. The role will also require working closely with both operational and management teams to drive change and improvement.

The successful candidate will support a number of service areas within a Facilities Management environment including;

* Helpdesks
* Back office functions
* Operational Management Teams including Hard and Soft FM and energy.
* Customer engagement
* Service Innovation

Your main duties and responsibilities will be;

* To develop meaningful and sustainable relationships with the Client and related Client organisation and facilitate business growth as a consequence
* Where appropriate, liaise with Business Development to produce proposals for any bids and opportunities that exist within the Client organisation/ business sector

* Develop and maintain excellent client and stakeholders relationships based on open and honest communication
* Where appropriate, deliver training, corporate briefings and sector specific updates/process change
* Team development to bring the best out of people
* To support the Manager(s)in successful contract negotiations and business improvement initiatives
* To maintain commercial understanding of the client contractual deliverables across all services and to help communicate this across the business

The ideal candidate will be / have;

- Able to learn and understand existing systems and processes and identify areas for development and improvement

- Have an in depth understanding of each Client's contract and identify limitations or associated risk to any proposed change

- Contribution to business results and profit

- To take ownership of customer complaints and to assign to the relevant Operations Manager to resolve.

- To ensure reporting of complaints and Compliments, and to review and analyse the customer satisfaction reports

- Evaluate information on service delivery and support the performance measurement process and where appropriate produce statistical analysis/reports

- To use MI to drive business change and measure success of change

- To review account performance monthly with Account Manager and contract Operations management teams and agree future plans

- Working to Service Level Agreements produce reports to enable the Operational team to track and review current and trending performance

- Identify areas for improvement and prioritise according to the risk level that this underperformance poses to a given contract

- Where appropriate and in collaboration with other departments, agree targets to improve service delivery standards and efficiency of the business

Qualifications or Required Experience:

* Degree qualified
* Line management experience
* Change/ Project Management experience
* FM operational understanding/ experience
* Prince 2 qualification would be advantages
Management service provider
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