Job Overview

To lead the development, implementation, and continuous improvement of performance and quality assurance frameworks across the TS Divisional Operating Centres. This role will define what “good” looks like, ensure consistent standards, and drive a culture of accountability, data-driven decision-making, and service excellence across all contract portfolios.

Build strong relationship with internal and external stakeholders at all levels, with the ability to motivate others and lead by example. Promote, a culture of learning, accountability, and continuous improvement across all teams.

Main Duties

• Define and implement people and processes performance metrics and KPIs for the Operating Centres.
• Establish clear standards ‘what good looks like' for operational excellence.
• Be responsible for monitoring and reporting on standards including process adherence, ownership and accountability all contract's portfolios.
• The quality monitoring process owner to ensure inclusion of all forms of communication and support improvement across the teams
• Lead and develop performance standards for workforce management.
• Develop and implement effective complaints investigation procedures, which enables continuous improvement.
• Launch and lead the continuous improvement of Performance and Quality Assurance processes.
• Launch the BEST initiative across the operating centres offices to promote excellence and consistency.
• Launch and embed the Back-to-Basics programme, reinforcing core standards including the customer service excellence.
• Use data and performance intelligence to prioritise and implement service reviews and conduct targeted audits in order that the Senior Leadership Team receive the right information at the right time to enable robust performance management within our agreed SLAs.
• Develop and implement training and development initiatives for all staff about the knowledge, skills and experience required for our approach to quality and to deliver improvement
• Support standardisation and integrity of data across Mitie internal systems

What we are looking for

• Proven experience in performance management, quality assurance, or operational excellence roles.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Experience leading cross-functional improvement initiatives.
• Excellent communication and stakeholder engagement skills.
• Strong understanding of workforce management and service delivery operations.

•  Desirable Skills

  • Lean Six Sigma or similar continuous improvement certification.