We are a Global IT Recruitment specialist that provides support to the clients across UK, Europe, and Australia. We have an excellent job opportunity for you.
Role: Delivery Manager
Location: Northampton (Hybrid)
Duration: until end of August
Job description:
You will be responsible for leading a Continuous Improvement team to achieve process excellence and ensuring the team's focus on key performance indicators (KPIs like escalation rate, handling time, resolution time, and resolution rate).
Responsibilities:
* Lead and manage a team of specialists, providing guidance, coaching, and support to drive their professional growth and achieve team objectives
* Collaborate with cross-functional teams, including Product, Operational teams (CS, FinCrime, KYC, Payment Ops), and supporting functions (Core Compliance, Knowledge Management, Quality, Workforce Management), to identify operational inefficiencies
* Design and lead end-to-end process improvement projects, from ideation to implementation, ensuring timely delivery and successful outcomes, and resolving technical and operational challenges
* Act as a trusted and reliable partner to stakeholders, fostering strong relationships, understanding their needs, and providing proactive support and guidance
* Apply Six Sigma LEAN methodology, promoting a culture of continuous improvement and process optimization
* Continuously monitor and analyse KPIs (eg escalation rate, handling time, resolution time, and resolution rate) to identify trends and areas for improvement
Qualifications:
* 4+ years of experience working in program/project management, operations, or a similar cross-functional role in the technology or financial sector
* Proven leadership skills with the ability to lead and inspire a team of professionals
* Strong organisational skills, attention to detail, and a results-driven mindset
* Experience working with and coordinating operations of interdisciplinary working groups
* Self-starter mindset with the ability to understand complex cross-functional projects and translate them into actionable project plans
* Excellent stakeholder management skills to effectively communicate with diverse stakeholders
* Great communication skills to be able to simplify operational and informational complexity, both written and verbal
* Comfortable working with complex datasets in a Customer Support environment
Bonus Qualifications:
* Knowledge of SQL, Excel, Looker, and/or similar data analysis and reporting tools
* Previous work experience in a high-growth startup, preferably in the fintech industry
* Familiarity with product-led organisations and experience working closely with product and development teams
* Working knowledge of project and workstream management tools such as Confluence, Asana, Jira, or other project management tools
* Agile Project Management, PMI - PMP certification, and/or LEAN certifications are a big plus but not required.
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