Process Improvement And Transformation Senior Officer

Job Description

About the Role

We are looking for a passionate candidate who can support process and service improvements within teams managing student enquiries, ensuring we are delivering a high-quality, supportive service to our diverse student population. Drawing on methodologies from process improvement, continuous improvement, and user experience data and feedback, you will help us deliver an inclusive and high-quality enquiry management service.

As a senior officer you will bring together different sources of business data, inclusive practices, and colleague expertise by working effectively with stakeholders across different teams, facilitating positive discussion and generating enthusiasm for change while championing the user voice in decision making.

You will be supported to develop your skills in process improvement and transformation methodologies and encouraged to take responsibility for your own performance and development, through agreeing clear objectives, maintaining professional awareness, participating in professional networks and reflecting on your own performance. 

This is an exciting opportunity for candidates looking to focus on the intersection between people, culture, processes, and technology in a challenging and complex environment, within a major higher education organisation.

We encourage applications from candidates who have experience from both within and outside of the Higher Education sector where they can demonstrate the skills needed to succeed in this role.

Key Responsibilities

• Assist in creating process maps and other documentation to support the identification of areas for improvement.
• Support the implementation of process improvements and transformations through effective change management.
• Collaborate with teams across the university to collect data, feedback and insights for process evaluations to ensure successful integration of new processes and improvements to existing processes.
• Participate in training sessions to develop a solid understanding of improvement tools and techniques.
• Provide support in maintaining records and documentation related to improvement projects.
• Assist in communicating progress updates to relevant stakeholders.
• Act as a champion for process improvement and transformation work alongside the student enquiries team, contributing to its continuous development.

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

Our Expectations

There are a number of duties and responsibilities that we ask all employees to be familiar with and adhere to.

We ask that the successful candidate:

• Positively contributes to an environment at King's that truly represents our Principles in Action and where every individual feels safe, secure and supported.
• Always complies with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.
• Has an understanding of sustainability, including its impact on the University and the work we do, and engages in sustainable practices in the workplace.
• Ensures they are working in a safe environment, where they comply with our Health and Safety regulations and ensure confidentiality, only releasing confidential information obtained during the course of employment to those acting in an official capacity.
• Complies with Kings protocols on the appropriate use of telephone, email and internet facilities.

Equal opportunities

Equality, Diversity & Inclusion are central tenets of King's Vision 2029 which sets out the roadmap for King's ambition to provide an exceptional student experience and to be an employer of choice. Integral to this is ensuring equality of opportunity and outcome, recognising, celebrating and improving our diversity and inclusion. 

As a responsible employer we aim to provide and promote a positive working, learning, and social environment which is free from prejudice, discrimination and any forms of harassment, bullying or victimisation. Our commitment to inclusion means that King's aims to create an environment where differences are not just respected, but also valued and celebrated. Everyone should be able to bring their whole self to King's. 

All King?s students, staff and affiliates are responsible for meeting these commitments to value diversity and create an inclusive environment. King's will support and equip all members of its community to do this, embedding inclusion throughout the university's policies, procedures, and practices.  

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Essential

Relevant work experience and/or education.

An interest and experience in process improvement, and an eagerness to learn process improvement and transformation methodologies such as Lean or Six Sigma concepts.

An analytical mindset, you will have the aptitude and desire to learn the tools used to gather and manipulate data so that it can be interpreted by yourself and others.

Excellent oral and written communication including the ability to present straightforward and more specialised information to a range of different audiences.

Ability to establish and proactively build professional working relationships with other teams and stakeholders, and to help build enthusiasm for and effectively manage positive change.

Experience of taking responsibility for your own decision making, resolving problems that arise, consulting with others where required with diplomacy and tact.

Commitment to equity, equality, diversity and inclusivity in your own learning and ways of working and ensuring any specific training needed for your role is undertaken.

Desirable

An understanding of Lean Six Sigma