Responsible for driving, developing, coaching and sustaining Operational Excellence elements within Southern Water Customer Services creating a continuous improvement cultureSpecialized in Root Cause Analysis, Agile Awareness and Employee Engagement Lead many continuous improvement projects with significant realized benefitsSuccessfully balance workload several process improvement projects seeking new opportunities at all times with governance on priority to the businessCreation and management of strategy actions linked with training plans in several areas of the businessManagement of internal and external stakeholders at all levels ensuring communication is keyTargeting and tracking against KPIs, using data analytics to challenge and suggest improvements where necessary at all levels of the business, Responsible for external client management including strong relationships with contractors PricewaterhouseCoopers (PwC)Designing and managing creation of Information Centres to maximise effectiveness of visual managementCoaching managers and agents at desk side as well as in a 1-2-1 environment Using a high level of Emotional Intelligence to support in communications at all levels in any situation to succeed in a continuous improvement cultureMentoring junior members of the team whilst up skilling of direct manager and department lead.Putting in place new standards and processes to maximise efficiency across departments Development and facilitation of quarterly assessments with creation and check in of sustainability plans