Business Improvement Manager - Customer Services
Colt Technology Services Group Limited
Barcelona,
hace 22 días

Role Purpose :

Establish and manage the CS Business Process Management, CI, Projectsand support the CS Director tooperationalise Colt and Department’s strategies

Further develop Operational capabilities on behalf of CS Director

Embed a consistent capitalisation framework (where possible)

Key accountabilities :

Business Process Management service

Align with and support CS business improvement team and operating team,

Operationalise CS models through building relevant processes

Develop SLAs, OLAs and measurements in line with CS Director to assess and increase customer satisfaction and identify the business improvement / performance impact of each engagement

Support CS Director by building and managing relationships with senior stakeholders across the organisation

Capability Development

Identify and build capabilities in response to Colt’s business process supporting CS Director on the following areas in particular :

Customer Satisfaction Improvement

New Product Development

In business Continuous Improvement

Instil a think customer culture across the team to maximise customer’s ROI

Establish a training and best practise framework developing the required set of capabilities

Project capitalisation & governance

Assist in establishing, implementing and maintaining CS project

Ensure that project engagements are agreed with Internal customers

Support CS Director to Plan and control the CI budget and efficiently utilise distributed resource / capability

Project Portfolio Management

Build and maintain a Business Improvement portfolio framework with corresponding reporting on behalf CS Director

Establish a project prioritisation process in collaboration with the CS Director

Experience :

Extensive experience of business process management including design, development and implementation in a complex organisation environment working with virtual teams

Possess both management-level latitude as well as the ability to be involved and provide guidance at detailed work stream level

Experience of working within recognised high-performing internal consulting division

Good communicator and facilitator, able to manage senior stakeholders to obtain support and backing and present at SMT level

Experienced in working across different geographies and cultures

A deep understanding, practice and qualification of the recognised techniques and methodologies associated with process and change e.

g. Kaizen, Six Sigma, Lean, PRINCE2, ITIL and other similar qualifications

Skills / Qualifications :

Six Sigma certification (Preferred)

ITIL Certification (Preferred)

Prince 2 or MSP Practitioner certification (Preferred)

What we offer :

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

The company supports diversity and inclusion in the workplace and has signed Diversity Charter.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff.

Colt recognises the importance of a work life balance.

Some benefit examples are :
  • Relaxed dress code
  • Relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • 39 hours working week and additional days off as per Colt own collective bargaining agreement
  • Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
  • Lunch vouchers or childcare vouchers
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • International environment with employees from more than 35 different nationalities
  • Job Segment : Consulting, Lean Six Sigma, Data Center, Product Development, Manager, Technology, Management, Research

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