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Job Title: Senior Continuous Improvement Manager - Fixed-Term Contract for 12 months

Location: Sunderland, UK

Hybrid Working

Kura currently have an exciting opportunity for a Head of Continuous Improvement to join our Sunderland team on a Fixed-Term basis for 12 months!

As Head of Continuous Improvement you will create and lead client/Kura strategies to deliver high quality service improvement changes in order to enhance operational processes, client processes, support infrastructure, people capability and communications making them effective, consistent and customer orientated across the Client operation to optimise profitability for either Kura/client or both.

You will also be responsible for supporting and presenting our delivered measurable value add plus future transformation strategy in existing client key stakeholder business reviews and providing project management delivery of new business transition.

• Salary up to £45,000.00 DOE + employee benefits
• 28 Days Paid Holiday
• Hybrid Working
• Comprehensive training to ensure you have the tools to do your job
• Relaxed Dress Code
• Positive working environment

• Create and deliver client account strategy for CI through value add which contain measurable benefit outputs for either savings to Kura, client or customer experience and that they are being delivered on time to plan.
• Line management of the Continuous Improvement Managers
• Communicate effectively with the team to create and maintain a motivated and challenged workforce
• Create and maintain a strong sales growth culture and performance driven working environment
• Work with internal stakeholders, clients to develop and deliver change, including improvement initiatives and plans that will add value, improve productivity, performance, and profitability.
• Manage client relationship for CI and innovation ensuring high levels of Client Satisfaction measured through CNPS
• Delivery of accurate and timely documentation internally and externally
• PM and transform new business sales acquisition and create talent pool within team to complete
• Provide documented strategy with measurable key outputs on findings, showing detailed analysis, conclusions and recommendations for productivity improvements and ultimately improve the client KPI’s.
• Ensure knowledge is kept fully up-to-date in relation to competitor activity and industry regulatory requirements
• Flexible approach to working hours and travel to other Kura sites
• Pro-actively researching and seeking innovative technology or new ways of working externally

• Pro-active, consistently seeking new ways of working through problem solving.
• Has a high bar across every aspect of delivering a world class service to clients
• Effective leadership through team building , development and a strong coaching culture
• Ability to recruit and create dynamic and highly performing teams
• Highly focussed and sales driven
• Commercial awareness and financial management
• Excellent client relationship management
• Experience of managing multiple projects and varying team sizes
• Experience mapping business processes and/or conducting investigation fact finds
• Enthusiastic, self-motivated and work well under pressure
• An understanding of the market including operational delivery and customer expectations.
• Excellent planning, organisational, communication and time management skills
• Good understanding of the contact centre industry
• Track record of delivering projects on time, to quality and budget
• IT literate
• Act with integrity at all times when representing our business and its people
• Ambassador for Kura values and brand

• Call our Recruitment hotline: 0141 378 3112
• Email us: [email protected]
• Text or Whatsapp 07507601627