Skip to main content

This job has expired

Job title: Operations Development Project Manager

Location: London or Kent

Salary: £45’000 - £53’000 plus fantastic benefits

Contract: Full time, Permanent

Closing date: 5pm on 2nd April 2019

Overview:

Customer Management Resourcing (CMR) is a boutique recruitment consultancy that specialise in mid & executive level roles within 'Customer Management'. This includes all management or analytical roles surrounding Contact Centres, Customer Experience & A.I.

We are proud to be working with a leading, well established residential housing organisation based in London. They play a key part in helping shape some of the most exciting, diverse and dynamic regions in the country, predominantly in the South East of England.

This is an exciting chance to be part of a growing housing association with an excellent mission statement.

Scope of the role:

As part of a team in their Change & Transformation directorate you will be responsible for driving a step change to the service that they deliver to their customers. They are focussed on improving the service that they give to their existing customers and want new project managers that will create better, faster and lower cost services.

The successful candidates will bring a passion for delivering excellent customer service. You will be responsible for end to end delivery of projects supporting their corporate plan, working at pace. You will apply service design and lean techniques and take a structured but pragmatic approach to; problem definition, baselining performance; analysis of issues and their root causes, evaluating improvement initiatives; and implementing solutions.

Able to place customers at the heart of the process, you will possess a well developed ability to understand the impact of changes to a service on the customer, listening and representing their 'voice’ to ensure that revised improved processes and solutions add customer value.

In order to deliver end to end change you will work closely with colleagues across the operations teams to evaluate issues, those in the customer insight and data analytics teams to capture key data and those in the product owner team to design technology solutions. Successful engagement with a wider range of colleagues across the organisation will be the key to successfully embedding redefined services.

Key duties:

  • Process review. Draws on lean management techniques to; define issues; analyse customer views, performance and cost data; quantify their impact and identify root causes.
  • Process renewal. Delivers renewed processes, based on the robust analysis that delivers measurable benefits for the customer and business. Implements controls to track the realisation of benefits.
  • Project management. Drives the delivery of projects from inception to deployment of re-designed processes, using recognised project management methodologies to track and report progress. Ensures that agreed project intents are delivered on time and on budget.
  • Business change. Identifies the impact of proposed change on IT systems, policies, procedures, team structures and performance reporting. Works with colleagues to ensure that outputs meet quality standards and are delivered and effectively communicated in line with project plans.
  • Engagement. Drives the project, using initiative, judgment and influencing skills to inspire the project team and stakeholder groups, winning hearts and minds to deliver sustainable agreed outcomes. Takes control to drive delivery at pace.

The successful candidate will possess:

  • A strong ability to actively listen, negotiate, challenge and influence at all levels
  • Ability to work collaboratively, but possess the confidence to make clear and reasoned decisions as required
  • A sound grasp of project management techniques and have acquired demonstrable experience of running change projects
  • Strong ability to self-manage goals, targets and outputs is required in order to deliver effective change with pace
  • Experience and understanding of using service design and Lean Six Sigma (DMAIC) techniques, but with a healthy level of pragmatism
  • The capability to quickly acquire in depth knowledge of the organisations business processes and systems

Benefits/ Remuneration:

  • Salary £45’000 - £53’000 (Negotiable)
  • 26 days annual leave plus bank holidays (Rising to 31 days in line with Service)
  • Annual bonus subject to group performance
  • Excellent Pension scheme (Up to 18%!)
  • Excellent career progression opportunities
  • Healthcare scheme, employee assistance scheme and non-contributory life assurance.

How to apply:

To be considered for this opportunity or for more information, you will need to email an updated CV quoting job reference

We do endeavour to respond to as many applications as possible, however due to the high volume of applications we tend to receive we cannot always advise each individual unsuccessful applicant. If you haven’t heard from us within 14 days of submitting your application, please assume that on this occasion you have been unsuccessful.

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert