Continuous Improvement Manager

Durham, Leeds
c£45,000 + package
28 Sep 2016
26 Oct 2016
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.

If you are an experienced CI Manager who is passionate about driving improvement into operational areas in order to transform the Customer Experience and Colleague working environment, wed love to hear from you.

Successful candidates will be expected to spend a minimum of 3 days per week in Durham.

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.

The role holder will manager a team of Continuous Improvement Leads and lead virtual team of cross functional subject matter experts to deliver complex cross functional projects and improvements in support of the operating plan and commercial targets. 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

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)

Why work for us As well as a competitive salary and impressive benefits package youll also get the opportunity to really shape the future of our business. Along the way well give you all the support you need to develop your skill set and achieve your long term ambitions.

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