Manager Continuous Improvement

About the role

As a Manager - Continuous Improvement , you will play a key role in identifying, shaping and delivering business improvement initiatives across Group Customer Relations. You will work across complex processes, systems and stakeholder groups to solve problems, improve customer and employee outcomes, strengthen our risk and control environment, and translate complexity into clear, practical and well-documented ways of working. This role is suited to someone with strong experience in business improvement, business analysis, continuous improvement, change delivery or process transformation, and the ability to deep dive into complex processes and documentation to identify issues, define requirements and design practical solutions. You will own the development and ongoing stewardship of procedures, including creation of new materials, completing periodic reviews, supporting questions on process application, and maintaining documentation through change. You will partner with business leaders, delivery teams, legal, risk partners and subject matter experts to drive practical, sustainable change in a fast-paced and highly regulated environment. DO WORK THAT MATTERS Lead business improvement initiatives from discovery through to design, implementation and embedding Deep dive into complex end-to-end processes, systems and documentation to identify issues, risks, control gaps and improvement opportunities Write standard operating procedures, process documents and supporting guidance, and continuously review and update documentation to reflect change Gather, analyse and document business requirements, and translate these into clear process, policy and operational impacts Facilitate workshops and discussions to gather insights, define problems and shape solutions Develop clear current and future state process documentation, recommendations and implementation considerations Build strong relationships across business, legal, risk, operations, change and delivery teams to drive alignment and momentum Support change delivery through planning, implementation and embedding activities Understand and manage risk to support successful delivery outcomes Maintain a strong focus on customer outcomes, operational excellence and regulatory obligations in all improvement activity