Senior Service Centre Continuous Improvement Manager

At The Institute of Chartered Accountants England & Wales (ICAEW), you'll be part of an organisation that's shaping the future of business, finance and the accountancy profession on a global scale. Our bold Direction 2030 strategy puts members, innovation, sustainability and trust at the heart of everything we do; creating an exciting, forward looking environment where your work has real impact. We invest in our people through our benefits package, continuous development and a supportive, inclusive culture that empowers you to grow and thrive. If you're looking for a role with purpose, influence and opportunity, ICAEW is a place where your future can truly take shape.

We're looking for a Senior Service Centre Continuous Improvement Manager to join our team in Milton Keynes on a Permanent basis. This role offers a salary of £51,000 - £57,000 with a hybrid working pattern.

Leads the strategic design and delivery of service improvement initiatives across the Service Centre teams. Ensure operational processes, systems and customer facing services are regularly evaluated and enhanced. Drive efficiencies, consistency and a high quality experience for customers. Act as a champion for change, and a culture of service excellence and innovation.

What you will be doing:

• Lead the development and implementation of a continuous improvement framework aligned with the organisational strategy and customer needs
• Analyse operational data, performance metrics and customer feedback to identify areas of inefficiency, risk or inconsistent service
• Manage improvement projects to ensure they have measurable outcomes (eg efficiency savings, enhanced experience.
• Facilitate workshops and improvement forums with teams. Engage staff at all levels in process redesign and problem solving.
• Act as a link with other teams to ensure systems and tools support efficient service delivery

What you will need:

• Demonstrable experience in leading service improvement within a professional services ornmembership organisation environment.
• In depth knowledge of process improvement methodologies (eg Lean, Six Sigma, Kaizen) and ability to apply them pragmatically.
• Data analysis and reporting skills to inform decision-making.
• Stakeholder management and influencing skills, including at senior level.
• Exceptional people leadership and coaching ability.

What you can expect from us

We believe doing your best work starts with feeling supported both professionally and personally. That's why we offer a range of benefits designed to give you flexibility, security, and peace of mind:

• A generous 9% pension
• Healthcare cash plan
• Private Medical Insurance
• Life assurance at 4x your salary
• 24 days' holiday, and the option to buy or sell extra days
• Hybrid working
• Everyday savings through gym discounts, travel loans, and retail perks
• Enhanced family leave, including up to 6 months on full pay
• Ongoing wellbeing support, including access to CABA
• A paid day each year to volunteer for a cause that matters to you

It's all part of creating an environment where you can thrive, in work and beyond. For a full overview of our benefits package please see below.

Additional Information

We reserve the right to close this vacancy earlier than the advertised closing date if we receive enough suitable applications. We therefore encourage interested candidates to apply as soon as possible to avoid disappointment.