Continuous Improvement Manager

Life on the Team:

We are looking for a Continuous Improvement Insights Manager to drive data-driven decision-making and continuous improvement in Group Managed Services (GMS) through the Measures That Matter (MTM) framework.

About the MTM Framework:

The Measures That Matter (MTM) framework is a newly established balanced scorecard within GMS, designed to identify, measure, and continuously improve strategic KPIs across multiple business areas. This global role is ideal for a leader experienced in implementing performance management systems, such as balanced scorecards, who can elevate the MTM framework to the next level of maturity.

Role Description: As the Continuous Improvement Insights Manager, you will play a critical role in managing the business-as-usual (BAU) operations of the MTM framework. You will ensure data integrity, facilitate governance activities, and drive performance insights that support GMS leadership in informed decision-making. You

will collaborate closely with data custodians, operational teams, and senior leadership to analyse trends, identify performance gaps, and drive continuous improvement initiatives.

What Youll Do:

MTM Monthly Governance Activities:

•Data Preparation: Oversee and ensure the timely preparation of MTM dashboard data in collaboration with Business Insights teams.

•Dashboard Publishing: Validate data accuracy and completeness before publishing the dashboard to the GMS senior leadership team.

•Data Analysis: Conduct deep-dive analysis to identify trends, outliers, and performance gaps across all agreed MTM KPIs.

•Stakeholder Engagement: Work closely with data custodians and operational teams to investigate underperforming measures.

•Root Cause Analysis: Support teams in identifying and documenting the root causes of performance issues.

•Corrective Action Planning: Collaborate with stakeholders to define, document, and implement mitigation plans.

•Continuous Improvement (CI) Initiatives: Drive and track the implementation of corrective actions, ensuring clear ownership, timelines, and measurable outcomes.

•Monthly Reporting & Documentation: Generate detailed insights, secure sign-off, and publish the monthly performance summary.

•Quarterly Steering Meeting: Lead a quarterly steering meeting with the leadership team, providing data insights, performance trends, root cause analysis updates, and recommendations.

•Governance Coordination:

•Manage the schedule for monthly MTM review meetings, including agenda preparation, meeting invites, distribution of pre-read materials, and minute-taking.

•Follow up with action owners to track progress and ensure timely completion of agreed actions.

Evolve the Measures That Matter:

•Oversee the development and refinement of our MTM framework, ensuring it effectively captures and reports on critical KPIs.

•Provide expert advice to senior leadership on selecting and implementing performance measures that drive improvement and align with our strategic goals.

•Drive initiatives to improve the completeness and accuracy of the Measures That Matter data.

•Work with the Operational Excellence teams to cascade the Measures That Matter through the functional areas, ensuring vertical and horizontal alignment of the critical KPIs.

What Youll Need:

• Strong organizational skills with keen attention to detail.
• Excellent stakeholder management, especially at the leadership level with 18+ years of experience.
• Strong skills in change management.
• Advanced analytical and presentation skills.
• Excellent communication skills, with the ability to engage effectively with senior stakeholders.
• Experience in producing concise and insightful management reports.
• Experience in developing and rolling out performance management systems.
• Working knowledge of Power BI and data visualisation techniques.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience with continuous improvement methodologies such as Lean Six Sigma is a plus.