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Assistant Manager - Data Analyst, Continuous Service Improvement

Geplaatst 6 aug. 2022
2 tot 5 jaar
Full-time / part-time
Soort opleiding
Engels (Vloeiend)

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Your opportunity

Central Business Services 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 to focus on providing excellent business advisory support across the firm.

Our Service Management & 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 Senior 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 in shared services / GBS / BPO service improvement.

We encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you with some flexibility, please do discuss with us.

Your role

  • Reports to the Head of CSI, or Senior CSI Managers
  • Researching and performing analysis, typically using IT/BI based tools
  • Review and analysis of CBS Service Review data, CSAT, complaint and escalation data to identify potential CI opportunities
  • Responsible for the initial research and viability assessment of CSI opportunities
  • Identifying trends in data and recommending where potential intervention or process improvement activity should be targeted
  • 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 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

Your work, your choice

At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiter about the working pattern that works best for you.

Location: UK Wide (Excluding London)

Work pattern: This is a permanent contract opportunity. The role is on a full time basis.

Your Professional Experience

  • Excellent research and analysis skills combined with good judgement and effective decision-making capability
  • Experienced and knowledgeable of process improvement, problem solving methodologies (including Lean / Six Sigma, process redesign, managing for daily improvement, structured problem solving) is desirable
  • Evidence of successfully delivering, or supporting in the delivery of, CSI initiatives or projects to improve customer experience
  • Experience of process mapping, reviewing process maps to understand how processes function desirable
  • Experience of working in a Partnership or Professional services environment desirable

Skills and Capabilities

  • A good level of IT user ability, including database entry, Business Intelligence tools (Power BI. Tableau etc)
  • Advanced Microsoft Excel knowledge and experience with the entire Microsoft Office 365 Suite
  • Builds broad and deep relationships across a diverse network
  • Ability to work across multiple functions/service areas
  • Comfortable in delivering change and supporting others in their change delivery
  • 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
  • Delivers innovative and disruptive business process assessment and design solutions to better address business needs
  • Applies own creativity, experience, and knowledge of trends and industry activity to deliver continuous improvement initiatives
  • 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

Your service line: Central Business Services (CBS)

CBS comprises seven service areas: Business Support Services; C&I Services; HR Services; IT Business Services; IT Infrastructure Services; Quality, Risk and Security Services; and Workplace Services. We also have two central teams - Delivery Partners and Vendor Management, and Service Management and CSI .Here is where 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. Highly skilled, experienced service delivery professionals, we have complete responsibility for processes that drive efficiency and deliver impact. Not just for our internal customers, but for the clients Deloitte works with too. We’re transforming what it means to work in business services; join us and you’ll experience a career full of fantastic opportunities.

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. 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. The recruitment team will provide further detail as you progress through the recruitment process.

About Deloitte

Our Purpose & Strategy

To make an impact that matters for our clients, our people and society - defines who we are and what we stand for. Our purpose provides the foundation for our strategy and our aspiration to be the undisputed leader in professional services: this is not about size, it's about being the first choice. The first choice for the largest and most influential clients, and the first choice for the best talent.

What do we do?

Deloitte offers global integrated professional services that include Audit & Assurance, Consulting, Financial Advisory, Legal, Risk Advisory and Tax Consulting. Our approach combines intellectual leadership, industrial expertise, insight, consulting & problem solving capabilities whatever the role, technology revolutions and innovation from multiple disciplines to help our clients excel anywhere in the world.

Beyond the UK: Deloitte North and South Europe

The UK is part of Deloitte North and South Europe (NSE), the second largest member firm in the Deloitte network. Deloitte NSE combines operations in Belgium, Central Mediterranean (Italy, Greece, Malta), Ireland, the Middle East (Bahrain, Cyprus, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Palestinian Ruled Territories, Qatar, Saudi Arabia, United Arab Emirates, Yemen), the Netherlands, the Nordics (Denmark, Finland, Iceland, Norway and Sweden), Switzerland and the UK. Deloitte NSE brings together 2,700 partners and over 50,000 people, combining our unmatched breadth and depth of capabilities in audit and assurance, consulting, financial advisory, risk advisory, and tax and legal across the region. Being part of Deloitte NSE supports our aspiration to be the undisputed leader in professional services and will create more opportunity and growth for our people.

What do we value?

What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for maximum impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Being a Leader at Deloitte

Cultural fit and purpose-led leadership is crucial for Deloitte. Our leaders always set the example and inspire their colleagues. They make quality time for people and take an interest in them. They know what matters to people - both inside and outside work – and value them as individuals; always finding opportunities to develop them while showing respect and appreciation.

We expect colleagues at all levels to embrace and live our purpose and our leadership culture by challenging themselves to identify issues that are most important for our clients, our people, and for society and make an impact that matters. We know leadership comes in all shapes and sizes, but our Leadership Charter helps all of our people understand what we’re looking for:

  • We live our purpose: we act as a role model, embracing and living our purpose and values, and recognising others for the impact they make
  • We develop talent: we develop high-performing people and teams through challenging and meaningful opportunities
  • We drive performance: we deliver exceptional client service; maximise results and drive high performance from people while fostering collaboration across businesses and borders
  • We believe positive influence can make an impact that matters: we influence clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
  • We move, together, towards a strategic direction: we understand key objectives for clients and Deloitte, aligning people to objectives and setting priorities and direction.

Deloitte drives progress. Our firms around the world help clients become leaders wherever they choose to compete.

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