Continuous Improvement Delivery Manager (Contract)

09 Sep 2016
30 Jan 2017
Contract Type
Full Time
RWE are searching for multiple Continuous Improvement Managers with a proven track record in delivering improved operational Customer Experience efficiencies and bottom line benefits. This is a fantastic opportunity to join a newly established team and embed a new Continuous Improvement ethos and way of working.

Role Description:

Reporting to the Senior CI Manager, the CI Manager(s) are accountable for driving and embedding of a portfolio of CI and operational change programmes, in a way that delivers sustainable improvements. In this role you will be expected to deliver changes in order to transform our operational processes, supporting infrastructure, people capability and communications making them effective, consistent and customer orientated across the Customer Services function.

You will work in close collaboration with the wider customer experience and sustainability team and senior stakeholders in the domestic business; and will be instrumental in the delivery of the Customer Service Transformation Plan.

You will:

Lead the day to day delivery of the Continuous Improvement change agenda through the effective delivery of multiple workstreams.

Implement effective continuous improvement solutions and deliverables into the business to secure and realise business benefits.

Improve customer satisfaction and continuous improvement KPIs across npower.

Manage workstream prioritisation and coordination of required resources in order to facilitate effective delivery of improvements.

Creation of business cases for specific improvement agendas, including the management of relevant stakeholders to ensure business sign-off.

Define and establish appropriate MI to both measure the impact of activities on performance and drive mitigation activity as required.

Define the overall delivery and solution approach for deployment plans and manage the application of this for implementation to ensure the solution is fit for purpose.

Support wider CI team in developing benefit realisation plans and tracking actual benefit delivery.

Effective escalation of scope issues, business case change requests and stakeholder concerns to the wider Continuous Improvement leadership team

Oversee effective management of workstream risks at both a programme and project level.

Ensure regular and ad-hoc reporting to key stakeholders within and outside the programme in order to give visibility of progress, benefits tracking & realisation and assurance of appropriate progress and control.

Attendance at workstream governance meetings, representing and facilitating decisions relating to the progress of the workstream agenda on behalf of the Continuous Improvement function.

Skills and experience:

Proven success in a change management role.

Experience in the implementation of customer-focused change initiatives.

Excellent planning skills and self-management capability.

Experience of project related problem solving within a complex business environment.

Management of projects through the full project life cycle.

Results orientated with evidence of delivery of customer satisfaction improvements

Trained in LEAN and/or Six Sigma (or similar change methodology)

Company overview

npower is one of the UKs biggest energy suppliers with the backing of one of Europes largest energy companies, the RWE group. We supply gas and electricity to millions of homes up and down the country, So when you switch on the light, take a shower, or simply have a cuppa, youll know you can rely on us. Were also here for you when your boiler needs servicing or repairing. We offer competitive tariffs that save you money and well tell you when you can save even more. Its all part of how we stand up for customers every day at npower. We stand up for the community too. Were proud to have been a partner of Macmillan for 12 years raising over £3.5m. Were also one of only a handful of UK companies to have been awarded the Carbon Trust Triple Award for sustainable management of energy, waste and water.

Please apply online by selecting the 'Apply' button and uploading your CV directly. Applications will only be accepted via the Apply button.

Agencies: RWE operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to