Assistant Manager - Continuous Service Improvement, Central Business Services

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Central Business Services (CBS) was created in December 2020 as Deloitte UK’s internal, enterprise-wide shared services organisation. The vision for Central Business Services is to drive customer-centric and efficient delivery of business services to our firm, enabled by end-to-end ownership of key processes and the application of consistent technology.

Central Business Services will be a world class, central function that better supports the needs of our firm, people and clients by focusing on exceptional customer experience, service quality and efficiency. In doing so, it will also allow our other Enabling Functions (EF) to focus on providing excellent business advisory support across the firm.

Our Service Management & Continuous Service Improvement (CSI) team has been set up as a new capability within Central Business Services to monitor and improve the services provided to the business by our Enabling Functions. A Continuous Service Improvement Manager is required to deliver on our new approach to service improvement; this is an exciting opportunity to shape the way we will ensure our services meet the business’s needs and that our people enjoy a ‘consumer grade’ user experience.

This is an Enabling Functions-wide role, across multiple internally facing service areas, and so is ideally suited to someone with a strong track record managing service improvement in Shared Services / Global Business Services (GBS) / Business Process Outsourcing (BPO) environments.

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Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

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Connect to your opportunity

• Reports to CSI Manager

• Work with the Senior CSI team members to deliver the strategy and agenda for CSI across CBS as a whole.

• Engage across our Enabling Functions and CBS service areas, building strong relationships and proactively identifying and progressing continuous improvement opportunities to be delivered for all Enabling functions.

• Responsible for the initial research and viability assessment of CSI opportunities

• Responsible for working with the EFs and project delivery teams on the delivery of initiatives and projects to time, quality and with expected benefits.

• Developing and maintaining the CSI methodology (Six Sigma/Lean) and supporting the creation of a pool of experts within the EFs for ongoing identification of opportunities.

• Work closely with the Senior Managers in Service Management function on identifying opportunities and tracking benefits.

• Working with diverse teams within an inclusive team culture where people are recognised for their contribution.

• Working with the CSI Senior Managers and project teams to identify and map processes across the EFs.

• Review and analysis of CBS Service Review data, CSAT, complaint and escalation data to identify potential CI opportunities.

• Utilise AI tools to accelerate the analysis of processes and data to identify areas of opportunity.

• Support in the delivery of CSI training and coach trainees in the application of CSI methods and tools.

Connect to your skills and professional experience

Essential:

• Experienced and knowledgeable in process improvement, problem solving methodologies (including Lean / Six Sigma, process redesign, managing for daily improvement, structured problem solving) is essential

• Evidence of successfully delivering, or supporting in the delivery of, CSI initiatives or projects to improve customer experience

• Experience in process mapping, reviewing process maps to understand how processes function essential

• Builds broad and deep relationships across a diverse network

• Strong influencing skills – uses a flexible influencing style to gain buy-in and drive impact

• Strong analytical skills – creates and identifies opportunities to drive impact; anticipates client needs and delivers superior results

• Makes decisions with confidence based on analysis of available information, awareness of stakeholder priorities and in alignment with objectives

• Leads projects and provides direction to the team to deliver initiatives

• Ensures reports and presentations have a logical flow and are strategically aligned with goals and drive business success

Desirables:

• Experience of working in a Partnership or Professional services environment desirable

Connect to your business - Enabling Functions

Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.

Central business services

We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

"Deloitte’s a large, complex and fast-paced organisation but it’s open to new ideas. Everyone is encouraged to show initiative and challenge the norm.” - Lisa, Enabling Functions

Our hybrid working policy

You’ll be based in Birmingham, Cardiff, Leeds, or Manchester with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.

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A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers