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Customer Service Process Improvement Consultant

  • Salary: Negotiable
  • Job type: Permanent
  • Location: Dublin City Centre, Dublin
  • Sector: IT
  • Date posted: 13/11/2018
  • Job reference: BBBH92645

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This role is responsible for leading Lean Sigma and continuous improvement projects. These projects will deliver improved business performance and efficiency in order to enhance our customer experience. The Continuous Improvement Lead will work collaboratively across our business to identify and deliver improvements that will also reduce cost, improve effectiveness and enhance our control framework.


  • Deliver improved process performance in terms of adviser and customer experience, cost reduction, and risk mitigation to agreed targets
  • Provide technical leadership in Process Improvement methodologies including Lean and Six Sigma, taking responsibility for benefit realisation within assigned projects
  • Provide continuous flow of defined opportunities for prioritisation and selection
  • Coaching and development of Green Belt and Yellow Belt practitioners
  • Support the development and maintenance of the group process architecture
  • Proactively drive the development of a process improvement culture


  • Degree highly desirable
  • Lean Six Sigma, minimum Green Belt level (or similar qualification)

Skills and Experience Required

  • 3 years + experience in change leadership or a key operational role is essential
  • Proven track record in leading and delivering significant change initiatives
  • Ability to influence key business leaders across the group
  • Strong problem-solving skills essential


Higher Grade

Six Sigma - Green Belt

Six Sigma - Black Belt

  • Analytical Skills - Use of a variety of diagnostic techniques to understand a situation/issue/problem by breaking it down and tracing the root cause/underlying implications in a methodical step-by-step way.
  • Communication Skills - Clearly and effectively communicates information, ideas, plans, requests and opinions to internal and external stakeholders through a range of channels including written and oral. Ensures alignment with communication guidelines and policies
  • Continuous Improvement - Applies a systematic approach to help optimise business activities and processes to support the strategic objectives of the organisation. Includes significant process transformation activities as part of continuous change programmes
  • Facilitation Skills - Applies a range of facilitation approaches and engagement techniques with groups to enable the discussion, broaden participation, support individuals to make their point and manage differing opinions
  • Planning and Organising - Organises, prioritises and, where applicable, delegates work activities to efficiently accomplish tasks and meet objectives. Includes the principles of time management and multi-tasking.
  • Project / Programme Management - Plans, initiates, executes, controls and closes projects /programmes /portfolios of work in a disciplined manner. Tracks and manages resources, timelines, costs, deliverables and performance.
  • Stakeholder Management - Interprets and influences both the external and internal environments by creating positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives


  • Embrace Change
  • Impact & Influence

If you are interested in applying to this role, please contact Aoife on 01- 6455251

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