As a Senior Optimisation Manager in the Operations Optimisation team, you will lead the delivery of NewDay’s customer service optimisation strategy across all products, channels and portfolios. You’ll manage a team of specialists to design and implement change initiatives, from digital adoption and AI-driven solutions to call reduction and process optimisation, ensuring alignment with our strategic roadmap. The role involves developing business cases, securing funding, and collaborating across the business to drive cost efficiencies and enhance customer experience. Bringing strong operational knowledge, leadership and communication skills, you’ll apply a range of methodologies from Agile to continuous improvement, while providing thought leadership on emerging technologies and managing multiple initiatives at pace.
What will you be doing day-to-day?
- Responsible for identification, assessment, prioritisation and delivery of optimisation opportunities
- Partner with senior managers and technical leads across telephony, AI, digital servicing, collections, commercial, legal and marketing
- Inform strategic direction by identifying gaps, areas of focus and competitor/market technological advancements
- Understand customer demand and propose changes to improve experience, increase self-service, reduce cost and colleague friction
- Work with external companies to identify innovative solutions
- Educate and guide colleagues through continuous improvement and change processes
- Monitor delivered changes to validate business case objectives achieved
- Document risks, actions and plans ensuring accountable owners deliver on time and compliantly
- Improve quality of change and processes; identify opportunities to improve operational and customer processes
- Work closely with operational teams to align strategy to business needs
- Ensure your team are skilled and able to flex between channels
- Support team members and wider team, acting as role model and mentor
Essential
Your Skills and Experience
- Proven track record of delivering optimisation change and continuous improvement of customer operations
- Expertise in programme management and leading teams in customer-centric and/or digital servicing contact centres
- Experience in identification and implementation of process, journey and strategic improvements
- Outstanding interpersonal skills with experience managing budgets and time-pressured environments
- Demonstrated preparation of business cases and delivery of minimum £250K savings in a year
- Programme and project leadership experience
- Focused on business value and customer needs, with clear success measures
- Working knowledge of operational technologies and enablers
- Continuous Improvement methodology experience (Lean, Six Sigma)
- Analytical skills to identify opportunities using data trends and patterns
Desirable
- Financial services experience, ideally in credit industry
- Process improvement methodology qualification or experience
- Understanding of agile ways of working
We work with Textio to make our job design and hiring inclusive.
Permanent
