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Continuous Improvement Manager

Date: 28-May-2021

Location: Oxford, GB, OX4 4DQ

Company: Nominet

NEVER HEARD OF NOMINET?

Our name may not be familiar, but you probably use our services every single day – ever visited a website ending in a .uk? We’ve been running the national internet namespace for a quarter of a century, sitting proudly at the heart of the UK's critical digital infrastructure. Such a responsibility requires world-leading cyber security and we’ve gaining a reputation for our innovative new security solutions, protecting our own systems and beyond.


But we’re also a profit with a purpose business. We invest in making a positive impact of the lives that are being most disrupted in our digital age: young people. We’re known as one of the UK’s leading ‘tech for good’ funders and the commitment to building a connected, secure and inclusive digital future drives everything we do. It’s not just rhetoric – ask our staff.
 

THE BEST BITS

At Nominet you can expect a competitive salary, plus excellent benefits including a 15% bonus, 30 days holidays, Healthcare, Pension Scheme, Life Assurance, Wellbeing allowance, Flex benefits and an onsite fitness classes and studio (once we get back to the office) There'll be some organised fun along the way too.

WHAT YOU'LL BE DOING

As a Continuous Improvement Manager you will be creating a culture of bottom-up continuous improvement, with three main aims:

  • Help our operational units to understand what is critical to our customers and aligning that to our business strategy & product roadmap
  • Providing the lean six sigma skills across the service estate to empower & engage everyone to make good changes.
  • Create a self-regenerating organisation that delivers to its financial and Customer commitments

 

As part of our customer delivery strategy, we are looking for a passionate and experienced Continuous Improvement Manager to help us deliver an exceptional experience to all customers and staff. You will be leading a new team, committed to delivering both incremental and breakthrough improvements in Nominet products, services, & processes. You will work cohesively with our Customer Service, product and Operations teams to develop and deliver a plan for continuous improvement, using recognised improvement methodologies. 


But there’s a whole lot more to this role too… you will: 

  • Help build and lead a best in class continuous improvement strategy / framework across Nominet’s registry business
  • Work with key business stakeholders to build a continuous improvement environment to support an ongoing programme of change
  • Lead and facilitate LEAN/process improvement-based workshops to drive ideas and solutions around CX, revenue enablement and operational efficiency
  • Oversee voice of customer programme to deliver meaningful insights into product & process development
  • Oversee Departmental Training Strategy, ensuring teams have access to the right material and skills to deliver an exceptional customer experience across the registry portfolio
  • Deliver a pipeline of improvement through automation for the department
  • Embedding a consistent Continuous Improvement culture across the department by coaching managers and their team
  • Identify trends and process variations as part of establishing a continuous improvement monitoring system
  • Take ownership of change initiatives from evolution/efficiency identification through to project delivery via internal governance and control
  • Elicit requirements and drive process change using staff interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, business analysis and workflow analysis
  • Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance
  • Complete post implementation reviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects

 


WHO ARE YOU?

 

To be a great fit for our team, you’ll be motivational and operate with integrity, acting as a role model to those around you. You’ll be innovative by nature and be able to think outside the box, and be bold enough to challenging our status quo. You’ll have fresh and exciting ideas and be able to apply a change mind-set to the planning, execution, and monitoring of business activities. You’ll have the ability to think laterally and look beyond the obvious to problem solve more effectively.

 

In terms of the nitty-gritty...you’ll also have…


•    Lean Six Sigma Green Belt or above – Ideal
•    Proven track record in delivering high business benefit through change programmes
•    Excellent understanding of continuous improvement concepts including Kaisen, Six Sigma, Lean, value stream mapping
•    Proven experience of continuous improvement leadership from a similar role, including project management and business analysis 
•    Experience in; delivering change through automation, training concepts including design and delivery, leading and mentoring teams
•    Experience of the whole project life cycle, with the ability to operate in the initial conceptual design stage, in the depths of system testing, and at each stage in between
•    Proven ability to influence and manage stakeholders at a variety of levels 
•    Experience of analysing and auditing performance reports, as well as management of risk, governance and regulatory compliance 
•    A technology background is not essential but  the job will require an ability to grasp technical concepts

WHAT CAN YOU EXPECT FROM HERE? 
 
Once you’ve hit that apply button, you’ll find that we’ve kept our recruitment process concise and slick, much like how we operate our business. We’re human beings and we want to help you through this, and because applying for jobs can be gruelling so the recruitment team welcomes your contact throughout the process.
  
>>SUBMIT YOUR DETAILS (Our system will ask you to complete a brief online application form and profile)  
>>VIDEO INTERVIEW (this will be live with one of our Recruitment team) 
>>FACE TO FACE INTERVIEW (we host these via Webex for now)  
>> JOB OUTCOME (Good luck, we hope it’s an offer

 


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