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Workflow Improvement Manager

Posted 3 March by RAC Featured Ended

Role Purpose:

To develop, review and re-engineer processes in order to create automated workflows which drive better business results for our shareholders, customers and colleagues.

Key Responsibilities:

  • Map, review and analyse the effectiveness and efficiency of existing processes at the Roadside and identify key opportunities for better/increased automation which deliver the required outcomes
  • Identify opportunities to improve processes to deliver increased efficiency and productivity across our Patrols
  • Develop and document new processes to meet internal, regulatory and / or statutory requirements
  • Demonstrate the benefit of new and improved processes across financial, customer and colleague engagement KPIs
  • Identify opportunities for efficiencies and productivity improvements
  • Identify process and workflow opportunities and any current pit falls resulting in customer service break points or revenue loss
  • Identify quick wins that require limited development
  • Longer term improvements via digitisation identified and business cases submitted
  • Ensuring the continuous development of processes and procedures to support and enhance the team’s effectiveness in delivering first class customer service


  • Knowledge of workflow processes and methodology
  • Knowledge or experience of operations supporting systems
  • Understanding of data structures
  • Good spreadsheet and data manipulation skills
  • Excellent communication skills
  • Ability to follow, enhance and redefine processes
  • Knowledge of the FSA and other relevant regulation and legislation
  • Proven Change management or process analysis experience
  • Proven track record of working in a process improvement or change environment


  • Able to supply evidence of training in relation to projects/spreadsheets, process changes
  • Willingness to study for Professional accreditation

Reference: 34303780

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