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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