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Service Improvement Manager

Employer: Metropolitan.

  • Reference: 1780
  • Published on: Wed 13/09/2017 09:16 AM
  • Closing on: Wed 11/10/2017 09:16 AM
  • Working Pattern: Full Time, Permanent
  • Hours: 37.5 hours per week
  • Salary: £36,513 - £42,957 per annum
  • DBS Check: No
  • Location: Nottingham
<p>Metropolitan is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1,600 people to manage and develop our large portfolio of nearly 38,000 homes serving nearly 75,000 customers across London, the East Midlands and the East of England. <br /> <br />We are looking for a Service Improvement Manager who will be responsible for setting-up and leading a cross functional continuous improvement framework, which seeks to resolve customer impacting issues, by engaging representatives of each service area and facilitating the design of fit for purpose solutions. The role will also manage the evaluation and implementation of service improvement initiatives. <br /> <br />You must already have a solid service improvement background and be qualified in either Sigma, Lean, Prince2 or other project methodologies and be familiar with Housing environments. <br /> <br />Main accountabilities <br /> - Proactively work with stakeholders to identify and manage service improvement items, ensuring they go through the defined service improvement framework <br /> - Provide feedback based on analysis to business leads to aid service improvement solution design <br /> - Produce business cases and options appraisals to support and enable decision making at a senior level <br /> - Design and implement solutions based on analysis of root cause and trends <br /> - Complete project documentation for service improvement items, including SOAPs, PID`s and project plans to comply with the Transformation project governance framework <br /> - Manage the service improvement forum, identifying experts and facilitating the identification and prioritisation of service improvement items <br /> - Communicate clearly through a range of channels, recognising and adapting to stakeholder preferences <br /> - Manage your own continual professional development, utilising learning resources and opportunities and own personal networks <br /> <br />Key experience and qualifications required <br /> - Comprehensive understanding of service delivery processes <br /> - Proven ability to interpret data and provide appropriate insight <br /> - Excellent communication skills, having proven ability to engage all managerial levels <br /> - Proven experience of working in line with a Service Improvement Framework <br /> - Ability to demonstrate experience of managing projects <br /> - Strong stakeholder management experience with the ability to communicate with people at all levels and across dispersed geographic locations <br /> - Proven ability to work on your own initiative and make critical decisions quickly and rationally <br /> - Excellent time management skills with the ability to manage conflicting priorities and deadlines whilst providing accurate work with a high attention to detail <br /> - Ability to write and analyse reports and identify trends to support decision making <br /> - Flexible availability to support the needs of the business <br /> <br />Metropolitan offers an excellent and unique Benefits package that can be adapted to suit each individual. We offer employees the opportunity to choose from a wide variety of benefits which includes options around Childcare Vouchers, Health and Wellbeing Programme, Employee Assistance and discounts with multiple retailers and many more. We also offer an impressive Pension Scheme and 28 days annual leave plus bank holidays, with the ability to buy and sell up to 5 days! Along with all this we are about to launch our Metro Academy which will ensure that your career is developed for years to come! <br /> <br />Metropolitan is committed to being an equal opportunity employer and prohibits discrimination and harassment of any kind: Metropolitan is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Metropolitan are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation. Metropolitan will not tolerate discrimination or harassment based on any of these characteristics and we encourage applications from diverse backgrounds and cultures. <br /> <br />To apply: Please upload an updated CV and a one page supporting statement outlining why you are interested in the role, in Metropolitan and how you meet the key criteria for the post.</p>

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