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Job Overview
To lead the development, implementation, and continuous improvement of performance and quality assurance frameworks across the TS Divisional Operating Centres. This role will define what “good” looks like, ensure consistent standards, and drive a culture of accountability, data-driven decision-making, and service excellence across all contract portfolios
.Build strong relationship with internal and external stakeholders at all levels, with the ability to motivate others and lead by example. Promote, a culture of learning, accountability, and continuous improvement across all teams
.
Main Duti
- esDefine and implement people and processes performance metrics and KPIs for the Operating Centre
- s.Establish clear standards ‘what good looks like' for operational excellenc
- e.Be responsible for monitoring and reporting on standards including process adherence, ownership and accountability all contract's portfolio
- s.The quality monitoring process owner to ensure inclusion of all forms of communication and support improvement across the tea
- msLead and develop performance standards for workforce managemen
- t.Develop and implement effective complaints investigation procedures, which enables continuous improvemen
- t.Launch and lead the continuous improvement of Performance and Quality Assurance processe
- s.Launch the BEST initiative across the operating centres offices to promote excellence and consistenc
- y.Launch and embed the Back-to-Basics programme, reinforcing core standards including the customer service excellenc
- e.Use data and performance intelligence to prioritise and implement service reviews and conduct targeted audits in order that the Senior Leadership Team receive the right information at the right time to enable robust performance management within our agreed SLA
- s.Develop and implement training and development initiatives for all staff about the knowledge, skills and experience required for our approach to quality and to deliver improveme
- ntSupport standardisation and integrity of data across Mitie internal syste
msWhat we are looking f
- orProven experience in performance management, quality assurance, or operational excellence role
- s.Strong analytical skills with the ability to interpret data and drive actionable insight
- s.Experience leading cross-functional improvement initiative
- s.Excellent communication and stakeholder engagement skill
- s.Strong understanding of workforce management and service delivery operation
- s. Desirable Skil
- lsLean Six Sigma or similar continuous improvement certificatio
n.
