Senior Service Improvement Manager

Role Purpose 

As Senior Service Improvement Manager, you will lead the development and implementation of quality, performance and continuous service improvement initiatives across Entitlement Services. Reporting to the Senior Operating Officer, you will work alongside Operational Managers and senior stakeholders to improve service performance, strengthen governance, enhance customer outcomes and embed a culture of accountability and continuous improvement.  

You will be responsible for translating quality assurance findings, operational insight and performance data into practical improvement initiatives that deliver measurable benefits across multiple service areas. Acting as a trusted partner to operational leadership teams, you will challenge existing processes, influence decision-making and drive improvements that enhance efficiency, compliance, employee engagement and customer satisfaction.  

The role will provide leadership across quality assurance, service improvement, performance governance and business transformation activities, ensuring operational excellence is embedded throughout Entitlement Services. 

Key Responsibilities 

Operational Excellence and Continuous Improvement 

• Develop and maintain the Operational Excellence Framework across Entitlement Services. 

• Identify opportunities to improve operational effectiveness, customer outcomes, quality and efficiency. 

• Lead continuous improvement initiatives that deliver measurable service benefits. 

• Drive the adoption of best practice, innovation and organisational learning across services. 

• Support the delivery of strategic improvement programmes and operational transformation initiatives.  

Quality Assurance and Governance 

• Provide leadership and oversight of quality assurance activities across all service areas. 

• Ensure robust quality control frameworks are established and maintained. 

• Analyse quality assurance outcomes and identify recurring themes, risks and improvement opportunities. 

• Sponsor corrective and preventative action plans where performance or compliance concerns are identified. 

• Ensure quality, compliance and audit activities support contractual and regulatory requirements.  

Performance and Insight 

• Lead the production and interpretation of management information, performance reporting and operational insight. 

• Develop performance frameworks that support accountability and continuous improvement. 

• Analyse operational data, customer feedback and quality outcomes to identify strategic risks and opportunities. 

• Provide meaningful recommendations to senior managers to improve service delivery and operational performance. 

• Present performance trends and improvement recommendations to senior leadership teams 

Stakeholder Management and Influence 

• Build strong relationships with Operational Managers, Senior Leaders and key business stakeholders. 

• Act as a trusted advisor on quality, performance and improvement matters. 

• Influence operational decision-making through evidence-based recommendations and strategic insight. 

• Facilitate governance forums focused on quality, performance, risk and improvement. 

• Support senior leaders in addressing organisational challenges and implementing sustainable solutions.  

Culture and Capability Development 

• Promote a culture of accountability, ownership and continuous improvement across Entitlement Services. 

• Support managers to embed quality standards and improvement disciplines within day-to-day operations. 

• Coach and mentor managers on quality management, performance improvement and change adoption. 

• Foster collaboration between operational, quality and support teams to encourage knowledge sharing and innovation. 

• Champion employee engagement and professional development initiatives.  

Change and Transformation 

• Support the delivery of service redesign, transformation and change initiatives. 

• Develop improvement plans and ensure actions are effectively implemented and embedded. 

• Monitor benefits realisation and measure the impact of improvement activities. 

• Ensure changes are communicated effectively and supported through appropriate governance and stakeholder engagement. 

• Drive the adoption of a continuous improvement mindset across services.  

Leadership Responsibilities 

• Provide leadership to Quality Assurance and Service Improvement teams. 

• Manage team performance, development and resource planning activities. 

• Support recruitment, succession planning and capability development. 

• Create a high-performing environment focused on delivery, innovation and service excellence. 

• Provide regular updates to the Senior Operating Officer on quality, performance, risks and improvement activity.

Department: Processing Services
Function: Customer Service
Experience Level: Associate