Head of Quality and Efficiency Location: Stockport or Bournemouth Salary: £Competitive + Bonus + Benefits Closing Date: Friday 26 October 2018 Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business. Our CORE PURPOSE is to make people healthier and to enhance and protect their lives. From people to products and processes, we aspire to deliver on our purpose in everything we do. Our VISION is to be the BEST health insurer in the UK We are looking for talented individuals who are committed to living our values and delivering an award winning service to our customers. Overall Job Purpose Working within the Business Performance Centre responsible for managing the delivery of operational excellence through formal process improvement and change initiatives as well as through dedicated quality assurance. The role holder will be required to be an intellectual leader who continues to embed our continuous improvement expertise and culture across Vitality Health and the wider UK Vitality Group around key disciplines such as Kaizen, Lean and Six Sigma methodologies. Accountabilities Establish a culture of continuous improvement across Vitality Health Service Operations. Forging close working relationships with Service Director, Clinical Risk Director, Medical Affairs Director and their immediate Heads of Department. Managing the departmental budget and accountable for actual spend against the budget forecast Delivery of structured, value adding Six Sigma projects Review cost, quality, productivity, value stream mapping and root cause analysis to identify areas of opportunity for operational improvement and efficiency gain. Owning the Quality Assurance framework for Service Operations ensuring that customer requirements are assessed and performance standards achieved Ensuring that VH Service Operational processes comply with ISO 9001 and all other national quality standards. Deliver well executed customer feedback loops and implementation of small change via use of Kaizen techniques. Capability deployment as needed, in continuous improvement tools and techniques such as Green & Blackbelt Six Sigma Working to identify, set and monitor quality measures, targets and performance against those defined metrics to ensure that there is a continual drive toward operational excellence. Skills Required Qualifications Essential Lean Six Sigma BB certified or relevant professional QA qualification. Experience Essential Extensive experience in contact centre environment or equivalent Experience of leading change and managing quality assurance across an operation. Experience working well in a highly pressurised environment with the ability to manage a number of high profile activities at the same time. You must be able to demonstrate exceptional leadership skills and be able to influence at all levels. Previous experience of managing teams and coaching support staff is also essential. Desirable Experience working within PMI Industry Working knowledge of statistical software like JMP Skills Able to convert technical information to audience appropriate communication. Must have analytical and diagnostic skills with working knowledge of relevant tools used with departmental remits (Sigma Rating and DPMO etc.) Make decisions & solve complex problems Build trusted partnerships Manage conflict & trade offs Instil confidence in others Excellent written and oral communication skills, group presentation skills, communication skills and computer proficiency (including Excel and Word). The ability to influence key decision makers in respect of proposed strategic changes. Desirable Experience working with speech analytical functionality or equivalent. Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.