Lean Black Belt / Continuous Improvement Manager

Job Title Lean Black Belt / Continuous Improvement Manager

Location Preston

Salary £54,000 – £66,000depending on experience

Do you have the know how to become one of our Lean Black Belt / Continuous Improvement Managers?

About the role:

This role will be responsible for the leadership and management of a client account Continuous Improvement Team of Lean Practitioners who are tasked with delivering improvement initiatives and developing a Lean/Continuous Improvement culture across the entire organisation. Working with colleagues in the UK and South Africa this role will be key to embedding the Lean processes that have already been developed and creating a Lean culture in all colleagues.

About Capita | Customer Management

Capita Customer Management is part of Capita plc, the UK’s leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

We provide first-class customer services for other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. With more than 14,500 colleagues across 19 contact centres in the UK, India, Poland and South Africa, we manage customers for a range of big name clients like O2, Dixons – Carphone, Volkswagen Group, British Gas, RSPCA and William Hill.

What you will do:

Lead and manage the Continuous Improvement Team including all necessary appraisals, performance reviews, support and coaching.
Project management of Lean projects utilising the DMAIC system to ensure effective outcomes and appropriate governance.
Gaining appropriate project commitment through Stakeholder analysis, Communications plans, influencing strategy, Visioning, SWOT etc.
Project definition through all project charter elements; Business Case, Scope, Problem and Goal Statements from baseline.
Identification and segmentation of customer demand, gathering Voice of the Customer, developing CTQs, identifying their Moments of Truth and benchmarking.
Ensure that all projects are correctly recording the current process through appropriate techniques including SIPOC, process mapping, functional deployment / swim lane maps.

Your experience will include:

Accredited Lean Six Sigma Black Belt.
Skilled at using the DMAIC process and the associated tools and techniques.
Demonstrate the ability to interrogate gathered process information to identify the root cause or causes with the team using 5-whys.
Experience of leading, managing and developing teams and team members to deliver challenging projects to deadlines.
Holds a relevant professional body qualification/accreditation (e.g. MSP or Prince2).
Demonstrable experience in leading projects and large scale change, preferably within a contact centre environment.

What’s in it for you?

At Capita, training and development aren’t optional extras: they’re how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day’s holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process – click.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.