Continuous Service Improvement Manager, Central Business Services

at  Deloitte

REQ #

15728
Job description

CONNECT TO YOUR SKILLS AND PROFESSIONAL EXPERIENCE

• Experienced and knowledgeable in bringing to bear industry best practices, insight and problem solving (including Lean / Six Sigma, process redesign, managing for daily improvement, structured rapid problem solving)
• Experience of working in shared services environment GBS / BPO and a able to demonstrate a strong track record of value chains using technology and automation to optimise end-to-end value chain processes. Delivering improved user experience, quality and improved outcomes for the business
• Evidence of successfully delivering CSI and improving customer experience
• Experience in delivering change using rapid process problem solving techniques e.g. A3, Kaizen events
• Experience of working in a Partnership or Professional services environment desirable, preferably within a shared service environment or large complex/matrixed organisation across multi-functional teams

Skills and Capabilities

• Ability to communicate and celebrate achievements in relation to continuous improvements to the business
• Builds rapport & deep relationships across a broad & diverse network
• Comfortable in delivering change and supporting others in their change delivery
• Strong influencing skills – uses a flexible influencing style to gain buy-in and drive impact
• Strong analytical skills – creates and identifies opportunities to drive impact; anticipates client needs and delivers superior results
• Ability to leverage consulting stills, and facilitating others through creative thinking and collaboration
• Ability to apply commercial awareness and understanding what makes a business area more successful through CSI
• Delivers innovative and disruptive business process assessment and design solutions to better address business needs
• Ability to think on your feet and use own creativity, experience, and knowledge of trends and industry activity to deliver continuous improvement initiatives
• Makes decisions with confidence based on analysis of available information, awareness of stakeholder priorities and in alignment with objectives
• Coordinates projects day to day and provides direction to the core team to deliver initiatives
• Ensures reports and presentations have a logical flow, clear messaging and are strategically aligned with goals and drive business success

Please refer the Job description for details