Service Excellence Manager

Job Description

The Service Excellence Manager will play an instrumental role in taking lead in the analysis, development and implementation of existing and new business processes that drive efficiency. They will act as an internal consultant, developing short and long term strategies that will result in optimisation of the existing operations. Service Excellence Manager will be responsible for analysing existing businesses using various methods such as gap analysis to provide improvement opportunities. Service Excellence Manager will also monitor processes in order to check if changes yield desired results. Initiatives will be baselined, set a forecast benefit for realisation and will employ return on investment outcome targets to drive funding and any other investment.

Service Excellence Manager will also be responsible to lead and influence the existing leadership team that will assist in delivering cross- functional and cross-divisional improvement initiatives.

• To identify and deliver service improvement activity across the business through employing process improvement methodologies and the application of innovative thinking.
• To work with key business stakeholders, and multi-jurisdictional ‘LEAN champions’, to build a continuous improvement environment to support an ongoing programme of change.
• To lead and facilitate process improvement based workshops to drive ideas and solutions.
• To support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better ways of working.
• To identify trends and process variations as part of establishing a continuous improvement monitoring system.
• To assist in the development and implementation of a ‘best-in-class’ continuous improvement strategy.
• To take ownership of change initiatives from evolution/efficiency identification through to project delivery via internal governance and controls.
• To elicit requirements and drive process change using staff interviews, document analysis, requirements workshops, business analysis and workflow analysis.
• To work with other team members and business services departments to devise new support material based on the revised processes, to include training, reporting and systems enhancements.
• To actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance.
• To ensure the business impact and project objectives/dependencies are identified, reported on and managed at all times.
• Drive operational effectiveness across the Contact Centre by implementing best practice initiatives, managing resource priorities and risks, and developing proactive solutions to exceed performance standards.
• Develop and maintain a strong relationship with the Management Team, by giving valuable feedback including identifying new business opportunities and suggesting ways to achieve efficiency savings.
• Take the necessary steps to maintain operational effectiveness through organisational change and adjust your own work practices to support change.
• Own, update and manage agreed optimisation plans and pathways.
• Establish internal and external collaborative relationships to ensure organisational goals are achieved and exceeded.
• Analyse performance and drive improvement projects
  
  

• Encourage, inspire, and create opportunities to identify and act on areas of improvement for our clients, our people, and our business.
• Collaborate with broader Probe teams to develop and execute on transformation programs for clients. - Sponsor / Lead cross operations activity or projects to improve the way we deliver
  
  

• Continually support and promote Probe culture and philosophies (Fun, Focus & Fulfilment / Challenge, Change, Control) across the Contact Centre
• To disseminate all Probe CX policies and procedures to Team Leaders (EEO, sexual harassment, OH&S etc)
• Lead by example & demonstrate Probe CX philosophy, policy and procedure
• Ensure no conflict exists between Probe CX policy and Client Company policy
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Complete all necessary training requirements and professional development opportunities.