IMServ is one of the UKs leading data collection and energy metering experts, delivering award winning services to more customers in more places, meeting industry targets and becoming a benchmark for excellence. We offer a range of specialist metering technology for electricity, gas, and water along with highly accurate energy data collection services. All this is wrapped up with an easy-to-view online data management analysis and reporting software.
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Head of Continuous Improvement
PURPOSE OF THE JOB:
Head of Continuous Improvement (CI) is the single point of accountability for the ongoing deployment and development of a Continuous Improvement practice and culture across IMServ, driving the capability from Customer Operations
The role supports the strategy to create a customer centric CI culture across IMServ, embedding improvement principles in Customer Operations as well as expanding up to wider IMServ organisation, across processes and E2E customer journeys.
To deliver this, the Head of Continuous Improvement is expected to operate regularly at IMServ Senior Leadership and Leadership level, whilst engaging and working across the organisation.
MAIN ASSIGNMENTS:
Operational Excellence:
Developing and sustaining all Customer Journey, CI and Process Improvement programmes at Group level
Sustaining CI deployment roadmaps across Customer Operations to achieve full coverage and engagement over UK, India and South Africa based teams
Defining a strategy which outlines requirements both during CI deployment, and wider organisational mechanisms, roles and behaviours which need to be in place to truly embed and maintain a CI culture
External Stakeholder Management:
Working with senior leadership and management to determine the strategic priorities for CI deployment and other interventions in line with customer and business challenges
Partnering with respective cross functional stakeholders to identify and deliver deployments, ensuring alignment with Customer Experience and Transformation goals
People Management:
Definingand building a direct CI team, resourcing requirements in line with deploy and sustain strategies
Leading CI Coaches in a matrix organisation
Strategic Leadership:
Develop and execute a company-wide continuous improvement strategy aligned with business objectives.
Process Optimization:
Identify and implement process improvements to enhance efficiency, reduce waste, and improve quality.
Lean & Six Sigma Initiatives:
Champion the use of Lean, Six Sigma, Kaizen, and other methodologies to drive process improvements.
Performance Metrics:
Establish and monitor key performance indicators (KPIs) to track improvements and report results to leadership.
Project Management:
Lead cross-functional improvement projects from inception to completion, ensuring measurable business benefits.
Work closely with the PMO office to deliver to plan and on time
Change Management:
Promote and manage change initiatives that enhance productivity, innovation, and customer satisfaction.
Technology & Automation
Identify opportunities to leverage technology, automation, and digital tools to optimize business operations.
ACCOUNTABILITIES:
Process Optimization & Efficiency Gains
Business Performance Improvements
Continuous Improvement Culture
Key Metrics & Reporting
CI Program Development & Deployment
Cross-Functional Collaboration
PERSON SPECIFICATION:
Qualifications:
Degree or equivalent professional qualification, or demonstrable, significant work experience
Technical Skills:
Essential
Accredited at Expert level in Lean or (Master) Black Belt Six Sigma certified
Proven strong leadership and management capability; ability to inspire and develop a high-performance culture and to grow talent
Ability to lead, influence and deliver results at Leadership Team level and in a fast paced, matrixed environment
Recognised Subject Matter Expert in CI with extensive practical experience with Lean/ Six-Sigma programmes/ deployments, Lean ways of working and coaching leadership in role modelling the respective behaviours.
Desirable:
Strong commercial, financial and analytical skills, working with the business to identify practical, performance improvement opportunities
Relevant experience with complex programmes and driving impact from these programmes
Experience:
Essential
Extensive experience gained at a senior level in CI rollout and process transformation
Working in large change programme as a CI, Lean Six Sigma lead
Experienced CI coach, with an ability to empower individuals and teams to think for themselves, and proven leadership capability
Desirable:
Previous Energy Industry experience
COMPANY BENEFITS:
28 days annual leave plus Bank Holidays (contract dependant)
Annual leave Buy & Sell Scheme
Enhanced Salary Sacrifice Pension Contributions
Life Assurance up to 6 X Base Salary*
Subsidised Health cover*
Subsidised Dental Cover*
Contribution towards Eye Tests and Glasses
In Office & Out of Office Social Events
Retailer Discounts Platform
Employee Assistance Program
Wellbeing Centre
Car Salary Sacrifice Scheme*
Reward & Recognition
(*Length of service & T&Cs apply)
Our people are our main asset. We strive to ensure they remain happy, competitive, and fulfilled - helping to propel our business forward and ensure we remain customer-centric and competitive. We are proud to remain the UKs leading and growing energy data collection and meter operations service provider. Diversity and inclusion have long been at the heart of of IMServs success. As we continue our growth, our focus remains on ensuring that equality, diversity, and inclusion remain central to our business and recruitment practices. We recognise that we operate in an industry in which there has traditionally been a lack of diversity and we are keen to encourage applications from as inclusive a group as possible. We recognise that a balanced workforce encourages collaboration and innovation, promotes entrepreneurship and a feeling of ownership.
These are the key drivers of our business, that our customers really look to us for.
(Please note that we reserve the right to close this position before the expiry date)
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