Operational Process Improvement Specialist

Biffa Plc is currently on the lookout for an Operational Process Improvement Specialist to drive tangible continuous improvement in sales and service processes and work methods in order to

• Help customers receive the target customer experience to the expected quality
• Seek opportunities to improve the target customer experience and to raise quality standards
• Seeking opportunities to use the process and technology capabilities delivered by investment in the fusion programme
• Meet efficiency and effectiveness targets

PRINCIPAL ACCOUNTABILITIES

• Work closely with customer facing operations using MI and insight to identify gaps in policy and process or areas for improvement focused projects.
• Using a range of rigorous diagnostic methods; investigate opportunities and create focused interventions to improve process efficiency and remove failure and improve customer satisfaction whilst maintaining high levels of customer focus.
• Make recommendations for improvements to policies and processes, gather the key inputs for business cases and where approved, implement changes once approved.
• Work closely with the Customer Quality Specialists. Knowledge Specialist and L&D to ensure that new policies and processes are embedded and being delivered to the expected consistency and standards.
• Utilise skills and knowledge to provide detailed information to support and embed change, working across the Operations to share best practice.
• Prioritise and deliver business requirements and content for training and knowledge articles to support the Operations to deliver policies and processes effectively.

NATURE AND SCOPE

Using insight provided from VOC and other reporting sources to include customer surveys, quality data, benchmark insight, contact drivers, call listening and repeat contacts, complaints and retention data and performance information : this specialist will work closely with the business operations to understand root cause policy or process failure and to recommend improvement actions; driving through improvement actions where approved. The key aims will be to improve customer

(1) Satisfaction

(2) Contact rates

(3) Complaints

(4) Retention

(5) Related operating costs

(6) Other metrics to be determined that measure continuous improvement in areas in scope

This colleague is motivated by a desire to improve how the customer experiences Biffa. They are creative and can think outside the contraints of how Biffa do things today. They show initiative, challenge decisions and constantly seek improvements.

This role will work to input process content to knowledge management articles and written customer communications and will also provide content for the purpose of L&D; ensuring process related information is up to date, accurate and reflective of the target process.

These roles will work within the corporate governance standards of the Biffa process governance framework.

SCOPE

• Key sales and service customer facing operations : contact centres, finance (AR), field and depots
• Initially I&C with potential to expand to other business divisions
• All policies and processes with accountability for making recommendations for improvements/ changes to decision making bodies within BIFFA
• Work closely with Corporate programme, project and process governance roles

KEY ASPECTS OF THE ROLE

• Ability to analyse and interpret data from a range of sources and in numerous formats. This role will use a variety of hard data points as well as spending significant time with “sleeves rolled up” listening to calls, complaints and reviewing call logs to identify customer pain points and policy and process gaps
• Ability to assess data points and insight and to diagnose potential root causes or further insight requirements
• To be able to assess policy and process effectiveness; identifying where problems are stemming from process compliance gaps or where policies and processes are not fit for purpose/ effective
• Ability to draft/ recommend policy and process improvements incorporating the full range of options for people, process or systems changes across all potential process types and channels. Drafting of business case content to support the recommendations for change.
• Process mapping down to Level 5, definition of process measures / KPI’s, identification of roles / hand-offs, definition of business rules, business requirements
• To include : ability to build strong, credible and trusting relationships with colleagues in customer facing operations. To the extent that they welcome your help to support them to achieve their goals.
• Working locally with operational colleagues, these roles will support the implementation and embedding of policy and process changes. Provide draft content for knowledge management articles and L&D where required.
• Ensure that there is a method and accountability for tracking the impact of any local operational changes at a customer, segment, process or Biffa wide level.

PERSON SPECIFICATION

• A minimum of 1 year process review and improvement experience within customer facing operations
• Process knowledge in one or more of the following:
• Sales
• Customer Services
• Credit Control
• Waste Management Operations, e.g. Logistics or supply chain management
• Interpreting data and using it to drive investigative and improvement activity
• Experience covering :
• Process mapping tools, e.g. MS Visio / ARIS
• Excel
• PowerPoint skills
• Business casing

ABOUT BIFFA:

Here at Biffa, we have a friendly, open, honest culture that’s based on mutual trust and respect. Safety is our number one priority and we look out for each other.

We’re very proud of what we do and are continually striving to be better. We listen to our employees and we care about what our employees think. At Biffa, we encourage our people to take responsibility. You’ll have a real opportunity to make a positive contribution to our business, our customers and to the communities in which we operate.

We’re committed to helping our people fulfil their potential. You’ll find many exciting opportunities and challenges with us and people are rewarded fairly for their efforts, recognising the valuable contribution that everyone makes to our business.



Requirements

  • Route cause analysis, Process improvement, policy
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