Complaints and Continuous Improvement Manager

About Servaada, a Wipro company: Servaada is Wipro\’s UK entity, authorised by the FCA (the UK financial services regulator) to undertake regulated activities on behalf of its clients, as an outsourced service provider. As a Continuous Improvement Manager, you’ll play a pivotal role in the future success of our business. Our Continuous Improvement team aims to achieve optimal performance in our Operations function through a laser focus on being quicker and slicker – the aggregation of small margins; constantly identifying opportunities to enhance our customer journeys through process improvement and automation, delivering a more effective and efficient service to our customers, making our business the first choice for our target market, removing failure demand and keeping the business safe. Driven by a desire to make things better, you’ll understand our business and you’ll be curious. Investigating shortfalls, issues, and complaints in current business processes Monitoring colleague performance and organisational processes Able to apply continuous improvement practices, including value stream optimisation, to eliminate waste Effectively manage process improvement projects and workstreams as part of wider larger projects Works cross functionally to ensure end to end customer journeys are understood and decisions are made that give end to end customer and business benefits Work with key stakeholders to ensure that we achieve regulatory compliance Experience in process optimisation, operations, or business management A record of successful implementation of operational improvements Servaada is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace.