|Job Title:||Business Improvement Coach|
|Description:||Business Improvement Coach - Borehamwood, Hertfordshire
Business Improvement Coach
My client, a specialist intermediary mortgage organisation, based in Borehamwood, Herts, is currently looking for a Business Improvement Coach to join their dynamic team.
The company has gained a reputation for friendly, efficient service, mortgage products that meet the needs of real people, and a streak of individuality that ranks them among the market leaders in their chosen niche markets. They currently manage over £16 billion of mortgage assets.
They are offering a salary package of between £26,000 - £30,000 +15% incentive scheme (increasing to 20% in 2008).
Business Improvement Coach
Reports To: Process Coaching Manager
Purpose: To drive and deliver operational change through the deployment of continuous improvement.
Key Result Areas:
Drive the team to achieve targets and operational goals through effective deployment of continuous improvement initiatives and operational change
Place appropriate methods in situ to ensure that benefits are realised
Drive the development of rolling improvement plans
Ensure change knowledge effectively deployed across core operations
Support team managers to achieve their business performance targets by delivery of improvement plans
Inspire individuals to achieve outstanding performance through personal leadership style and behaviours.
Motivate, coach and develop individuals to maximise potential.
Facilitate and drive change through personal commitment and ownership of organisational initiatives. Develop culture of continuous improvement focused on enhancing the Customer experience.
Maintain appropriate level of functional and technical expertise and knowledge of products, procedures, services and systems actively participating with team as necessary.
Act as referral point for technical queries and complaints.
Manage team to deliver quality standards
Work with Team Managers and Senior Managers to identify potential issues inhibiting performance of the team and individuals.
Key Performance Indicators:
Assist the achievement of business performance targets through the delivery of effective continuous improvement. Measures to include:
Effectiveness - delivering the intent of the process (e.g. coaching process).
Service levels - responsiveness, turn around time.
Efficiency - resources required to operate the process.
Customer satisfaction (internal and external feedback).
The degree of measurable improvement above agreed business plans
Demonstrate a flexible, collaborative approach to meet changing business needs.
Positive feedback on the quality of design,
Level of benefits realised
Skills & Experience:
Relevant business / management qualification desirable
At least 5 years experience in a financial services organisation or customer environment
Appropriate knowledge of relevant legislation
Market, risk and business awareness
Good knowledge of people management practices & procedures.
Good working knowledge of project management disciplines and the ability to operate within project frameworks - e.g. concept to cash
Significant knowledge of products and services
Knowledge of technical standards
Knowledge of procedures and systems
Persuasive communication and negotiation skills
Understanding of industry quality measures
Plans in advance of meetings
Follows actions through to the end
Takes control of difficult situations
Stays completely focused on the job
Works beyond the minimum required level
Role models high personal standards
Does not make assumptions
Drives change forward
Is aware of the impact of mistakes on other areas
Is able to present alternative views
Is able to work alone - operates independently
Is able to respond to flexible demands
Not afraid of making decisions
Is able to concentrate on what to progress and how to progress it
Is able to concentrate on critical areas
Tries a wide range of solutions to resolve problems
Is resourceful and able to operate using own initiative
Recognises what is important and manages priorities to get things done
Is always technically competent
Continually develops own field of expertise
Is always professional in approach
Continually looks for ways to develop self
Builds strong relationships with all members of the team
Is confident in approaching others at all levels
Respects the views of others
Invites the views of others
Takes a diplomatic approach when challenging others
Develops the need to be part of a team
Builds strong relationships
Takes pride in achievements
Takes an interest in the roles of the other team members
Sets boundaries around empowerment
Is willing to ask for help
Engages people with open dialogue
Knows when to let Line Manager know there is a potential problem
Asks Line Manager questions and gains from their knowledge/experience
Feeds back information to the team
Checks understanding by asking questions
Work with 3 to 6 Operational teams
Direct reports 3 to 5 Process Coaches
Interact with line management levels of Operational Business Units, and able to appropriately influence Senior Managers, Team Managers and Team Members.
(Careers For You Ltd is a recruitment consultancy working on behalf of premium clients nationwide).|
|Salary Range:||£26000 - £30000/annum Up to £3|
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