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Salary Looking for a new challenge?
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Continuous Improvement Lead
Are you experienced in leading Continuous Improvement activities for a complex organisation?
Contract: Permanent
Working hours: 35 hours per week
Salary: Circa £58,0000
Reporting to: Head of Change and Continuous Improvement
Location: London, docklands. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.
At the Financial Ombudsman Service, we’re working to enhance our service by setting the standard for modern, efficient, accessible alternative dispute resolution.
Over recent years, the Service has undertaken significant change to improve our customer experience and our financial sustainability. For the next phase of our journey, we have even bigger ambitions to reimagine our customer experience and we’re determined to move at pace.
As Continuous Improvement Lead, you will be responsible for developing and delivering a Continuous Improvement programme to enhance how we work and the service we provide our customers. Ongoing improvement is critical to the full realisation of benefits from our transformation portfolio and the achievement of our service’s strategic priorities.
There is lots to do, at pace, and you will bring strong credentials leading Continuous Improvement, with a good understanding of different models and approaches – particularly those that involve systems thinking, co-creation and bottom-up change.
Key responsibilities
To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:
- Establishing, owning and embedding a Continuous Improvement framework and methodology, within Transformation and Continuous Improvement and across the wider organisation.
- Using business intelligence and customer insight and through collaboration with colleagues from across the organisation, you will identify and prioritise areas of opportunity to improve customer experience, colleague experience and cost of the service.
- Building and delivering a roadmap of Continuous Improvement activities, drawing on the expertise of the Process Improvement Leads, Service Designers and Customer Journey Owners.
- Ensuring the benefits of change can be and are measured and taking action if value isn’t being realised.
- Establishing effective working relationships at all levels to get buy in for change and creating the feedback loops between the Transformation and Continuous Improvement team and the wider organisation, so that there is continuous learning.
- Building strong and effective stakeholder partnerships at all levels, especially across Transformation, IT, Casework and the wider organisation.
Minimum Criteria
- Proven experience as a Continuous Improvement Lead or similar role across the private or public sector, using established Continuous Improvement methodologies such as Six Sigma or, Lean.
- Demonstrable experience working with Senior Management and Executive level stakeholders and ability to build strong influential relationships.
- Demonstrable experience in project management, leading multiple workstreams in a matrix environment in a relevant organisation.
- Experience of implementing KPIs and holding relevant persons accountable.
Why Financial Ombudsman Service?
We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here:
https://www.financial-ombudsman.org.uk/who-we-are/aims-values
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:
- 25 days holiday entitlement, with the option to buy extra or sell days
- Generous pension
- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
- Employee Assistance Programme
- Extensive opportunities for personal and career development
- Fully equipped on-site gym open 24 / 7 (London office only)
- Extensive Well-being resources including on-site therapists (London office only)
- Beautiful and bright London office looking over the Thames and near to mainline stations
- Our Coventry office is 2 minutes’ walk from the main station
- Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!
How do I apply?
- Please upload an up-to-date copy of your CV ensuring you are highlighting those skills and experience that are relevant to the role (as per the minimum criteria). A supporting statement of interest is always welcomed, but not essential.
Applications need to be submitted by 10th April 2024.
Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!
A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.
We’re proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints. We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.
We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.org.uk and let us know your preferred method of contact.
Find out more
Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!
- LinkedIn: Financial Ombudsman Service
- Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us
Good luck with your application!
