Head of Continuous Improvement & Innovation
Hybrid- MOD Abbey Wood, Bristol
Permanent/ Full Time
Band 2 | £70,000 – 80,000 per annum plus benefits
Start date- June 2025
Serco are recruiting for a Head of Continuous Improvement (CI) & Innovation to join the team based on a hybrid basis. Serco have a commitment to continually developing and improving the delivery of Amed Forces Recruitment Service (AFRS) to provide optimised services which positively impact the candidate experience and maximise contractual performance.
The Head of CI & Innovation is integral to this mission, taking accountability for the refinement and improvement of operating models, business processes, frameworks, and delivery tools / applications. This role will lead a team to align and deliver evidence-based CI & Innovation initiatives which deliver measurable benefit to AFRS across back-office functions, recruitment operations and candidates.
The Head of CI & Innovation will be responsible for the end-to-end Improvement Strategy and Annual Improvement Plan, from the gathering of insights and initiation of CI & Innovation initiatives which align with AFRS priorities, through to the design and delivery process and the adoption and benefit measurement of implemented initiatives.
They will support the Senior Leadership Team by focussing solely on providing the conditions for success, defining best practice, and driving up the quality of delivery across AFRS to maximise performance.
At Serco, we are proud to partner with the UK Ministry of Defence (MOD) in providing critical recruitment services for the UK’s Armed Forces. This new approach will, for the first time, see the Royal Navy, the British Army, and the Royal Air Force have a joint AFRS. Delivered through a partnership of the MOD, Serco, and our consortium of partners, this service will provide end-to-end support from candidate attraction to assessment, onboarding, and preparation for attending Phase 1 training. Our team brings together best-in-class integrated technology and specialist partners to offer a holistic recruitment and skills solution for the UK Armed Forces, designed to modernise and improve the overall candidate experience. We are driven by the values of doing the right thing for our people, the MOD, His Majesty’s Government (HMG), broader society, and the candidates we source.
Serco actively encourages applications from veterans, military spouses, and reservists.

MAIN RESPONSIBILITIES OF THE ROLE:

Define and embody performance excellence for AFRS, continually striving to raise performance levels, to include:
Conversion ratios
Customer satisfaction
Employee satisfaction
Contractual compliance
Own the Improvement Strategy and Plan, constantly reviewing and refining our approach to CI & Innovation delivery to ensure best use of resources, effective prioritisation of work, efficient, high-quality delivery of initiatives and successful implementation.
Be a subject matter expert for the SLT in market trends, research, and insight to inform best practice across people, process, systems and data.
Provide line management support to all direct reports, setting appropriate tasks and actions, completing regular performance management review meetings, and proactively managing underperformance.
Govern the CI & Innovation initiatives portfolio, ensuring risks to success are resolved in a timely manner, resources are allocated, and costs are controlled.
Provide reports on the output of CI & Innovation.
Any other activities reasonably required by the business which are commensurate with the role.

WHAT YOU’LL NEED TO DO THE ROLE:

Able to achieve SC clearance.
Hold a valid UK driving licence.
Flexible to commit to regular travel to the joint AFR HQ in Abbey Wood (Bristol),AFR Transition in Andover and other operational sites, as required.
Experience of leading a business change or continuous improvement function (minimum of 2 years’ experience), preferably within a government contracted service.
Experience of a range of consumer research techniques.
Ability to deep dive and analyse complex data.
Proven track record of delivering successful projects.
A recognised & respected leader with the ability to influence and collaborate at a senior management level.
Highly developed leadership skills, with the ability to motivate and inspire others.
Ability to operate at the cutting edge of service design, operating as an advocate for new technologies and approaches.
A demonstrable understanding of the recruitment sector.