Contract Quality and Improvement Service Delivery Manager
Job Description
As the Quality and Improvement Service Delivery Manager, you will be responsible for supporting the development of our consumer journeys, business processes, quality assurance and continuous improvement activities within GCS UK, the highly regulated consumer facing business unit of Equifax.
You will be focused on our customers and have unparalleled eyes on the Consumer Journeys developing a complete and thorough understanding of how our services and products work and how our customers interact with our services and products. That knowledge will be used to help identify and alert any issues or problems.
Improvement initiatives are driven by management information (MI) and insight so getting under the skin of our data and developing dashboards that provide accurate information and storytelling are a key element of this role.
What you’ll do
Support the development of our consumer journeys, business processes, quality assurance and continuous improvement activities within GCS UK, the highly regulated business unit of Equifax.
Help provide a Centre of Excellence for Quality Management, Business Process Management, Governance and Continuous Improvement in GCS UK
Develop a sustainable, reliable one stop shop for the GCS UK Management Team and support the ongoing implementation of a best practice Governance and Risk Management model which leads the way in GCS Global.
Engage and work collaboratively across a wide range of functional areas within GCS UK and the wider Equifax Ltd organisation including Product Development, Technology, Marketing, Sales, Operations, Security, Legal and Compliance.
Support a best practice approach to delivering a Quality Management System for the GCS UK business unit and the wider Equifax organisation in UK&I.
Raise awareness of the policy and principles of Quality Management, improvement and their relevance to business objectives at all levels.
Schedule and conduct internal Quality Management System audits and process reviews against the internal audit programme in order to maintain a Quality Management compliance to ISO:9001:2015.
Support areas with non-compliances and quality issues to promote greater capability and facilitate continuous improvement, using Quality Management and Lean Six Sigma tools and techniques.
Analyse audit findings and other data sources including surveys to look for trends and patterns and formulating evidence to identify and deliver improvement opportunities.
Present findings to operational areas maintaining an independent and objective position using data and facts to support audit outcomes and surveys.
Report and capture findings, log and track to completion all corrective actions arising from audits and surveys.
What experience you need
Strong quality assurance and business process development experience
Excellent analytical skills with the ability to review large amounts of data, extract relevant insight and recommend actions
Excellent planning, organisation and administrative skills
Excellent verbal, written and presentation skills
Experience working within an FCA regulated environment
What could set you apart
Knowledge of Equifax B2C services
We offer a wide range of company supported benefits including contributory pension, life cover, income protection, Bupa healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!
We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.
If this sounds like somewhere you want to work, don’t delay, apply today – we’re looking for you!
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Primary Location: GBR-London
GBR-Leeds-6-Wellington, GBR-Nottingham-TDX, IRL-Wexford
Function: Function – Project, Program and Process Management
Schedule: Full time
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