Continuous Improvement Lead
Core
Lead cross-departmental projects to enhance customer experience, reduce waste, and streamline contact centre performance by bridging operational strategy with hands-on delivery.
Role type
Senior Continuous Improvement Lead (Operations)
Builds
Data-backed operational improvements, business cases, and streamlined processes for the contact centre.
Domain
Financial Services / Contact Centre Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Lean and Six Sigma (Green/Black belt), root cause analysis, statistical analysis, business process management, data analysis, strategic process design, change leadership
Preferred skills
Contact centre experience, regulated environment experience, technology partner management
Technologies
Statistical analysis tools, Business Process Management software, Lean/Six Sigma frameworks
Responsibilities
Translate operational strategy into improvement opportunities, build and refine cross-departmental business cases, partner with technology and suppliers to drive operational improvements, influence senior leadership on change priorities, analyze data to evidence impact of opportunities, review end-to-end processes to eliminate waste and enhance quality.
Seniority
Senior, hands-on IC