Process Review Manager (Quality Manager)
Our client, a financial services organisation that has experience significant growth over the last 5 years, seeks a Process Review Manager (Quality Manager) to strengthen their head office team. Reporting to the Head of Internal Audit Risk, you will drive continuous improvement across the business through process review and improvement activity in line with the quality management framework. Managing a team, you will develop and implement plans to ensure that a high quality, consistent standard of customer service is delivered in line with business objectives, budget and KPIs - including assessment of call activity, live call listening and feedback, daily workload planning and adjustments. As well as regular liaison with senior stakeholder, you will own resolution of client issues, including management of client relationships. This is a high profile role requiring strong commercial acumen, excellent understanding of operational strategy and the ability to quickly implement plans to deliver strategic objectives.
Applicants should come from a strong quality management / process improvement background, ideally within financial services. Strong IT skills and team management experience are important, as is the ability to effectively communicate and influence at all levels. Six Sigma certification would be advantageous but not essential.
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