Head of Service Excellence and Quality

Head of Service Excellence and Quality

We are looking for someone to drive excellence throughout the business, based across Leeds, Copley, Liverpool and London!

As the Head of Service Excellence and Quality, you will implement and drive a service excellence program across the group that drives a preventative culture within our business, building and delivering an audit program that ensures continual improvement is delivered.

Duties:

• Create, implement and drive a Service Excellence program across the group that drives a preventative culture within our business
• Baseline all areas current performance against agreed program highlighting opportunities for Best Practice
• Work with GM’s and functional Managers to agree an action plan to develop performance from current to future state
• Build and deliver an audit program that ensures Continual Improvement is delivered
• Introduce fresh continuous improvement tools and techniques to allow our business functions and operations to deliver greater financial benefits, reduce risk, improve customer service and delivery
• Drive and deliver an improved Service Management proposition across our business that connects all cross functional teams and ensures excellent communication
• Oversight of all Quality Managers within the business
• Create an improved Incident Management process that covers all major and minor incidents, including root cause analysis and reporting of trend analysis
• Acting as Voice of Customer own Customer Complaint process ensuring corrective and preventive actions are carried out in line with expectations and are pro-actively communicated
• Act as primary interface between Service Excellence and all operations, functions and Client Service teams to deliver greater revenue opportunities or cost efficiencies
• Maintain linkage with Risk Management, Business Continuity and Disaster Recovery and Health, Safety and Environment teams to continually look for opportunities to drive greater efficiency
• Review the Q Pulse management system and make recommendations for improvement or replacement

For this role you will need to have:

• Strong experience within a similar role focusing on delivering Service Excellence
• Experience within risk and governance requirements from a client and internal perspective.
• Ability to influence Executives to grass roots colleagues and everything in between
• Excellent relationship management skills
• Strong personal drive and excellent judgment
• Proven track record of building high performance teams in a matrix management structure
• Audit creation and management of the audit process
• Degree Level (or equivalent) in a relevant subject
• Minimum Lean / Six Sigma Green Belt
• Strong experience within a Financial Services industry and/or regulatory experience
• Relevant regulations and legal experience
• History of audit, process management and conducting on site assessments

Salary is up to £78,000 + car allowance and benefit