2 of 2 Remote Performance Improvement Jobs in the Midlands

of new processes and operational improvements, ensuring regulatory compliance and quality assurance standards are not only met, but exceeded Utilising data insights to identify trends, opportunities and areas for performance improvement, turning insight into action and supporting wider business change, including systems improvements, digital journey enhancements and operational design projects Leading the development of our operations, ensuring our … and that we're all achieving operational KPI's while delivering against leakage and quality targets and improving settlement efficiency Inspiring, coaching and developing teams to deliver consistently strong performance (with a focus on the customer and quality) and building an engaged culture, promoting open communication and ensuring each colleague understands how they contribute to the bigger picture Essential … Proven experience of being a strong operational leader - someone who has led high performing, customer focused operational teams and has been involved in the implementation of process change and performance improvement Strong ability in interpreting data and MI to drive decision-making Experience of managing outsourced relationships and aligning them to business objectives Ability to handle and control More ❯

focused heavily on measuring/tracking deliverables to customers. This role is fundamental to their support delivery strategy, ensuring timely, high-quality technical support through clear operational oversight, team performance management, and hands-on execution. This is not a technical contributor role; it is a people's leadership role, with a strong emphasis on performance management, quality oversight … teams in fast-paced delivery environments. As a Delivery Leader, you will manage a team of Technical Support Specialists and Senior Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You'll also work closely with … peers, Product, and Support Operations, to continuously raise the bar on operational excellence and user outcomes. The Role: You will own daily support execution for your region, ensuring consistent performance against operational goals and SLAs as well as managing and optimising staff coverage, team availability, and queue balancing in collaboration with Support Operations and Workforce Planning. You will ensure More ❯