Senior Service Centre Continuous Improvement Manager

At The Institute of Chartered Accountants England & Wales (ICAEW) we are committed to shaping the future of the business, finance and accountancy profession.

Senior Service Centre Continuous Improvement Manager

Location: Milton Keynes. Permanent role. Salary: £51,000 – £57,000. Hybrid working pattern.

Responsibilities

• Lead the development and implementation of a continuous improvement framework aligned with organisational strategy and customer needs.
• Analyse operational data, performance metrics and customer feedback to identify areas of inefficiency, risk or inconsistent service.
• Manage improvement projects to ensure measurable outcomes (e.g., efficiency savings, enhanced experience).
• Facilitate workshops and improvement forums with teams, engaging staff at all levels in process redesign and problem solving.
• Act as a link with other teams to ensure systems and tools support efficient service delivery.

Qualifications

• Demonstrable experience in leading service improvement within a professional services or membership organisation environment.
• In‑depth knowledge of process improvement methodologies (e.g., Lean, Six Sigma, Kaizen) and ability to apply them pragmatically.
• Data analysis and reporting skills to inform decision‑making.
• Stakeholder management and influencing skills, including at senior level.
• Exceptional people leadership and coaching ability.

Benefits

• Private medical insurance.
• 24 days holiday, with option to buy or sell extra days.
• Gym discounts, travel loans and retail perks.
• Enhanced family leave, including up to 6 months on full pay.
• Ongoing wellbeing support including access to CABA.
• A paid day each year to volunteer for a cause that matters to you.

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