Continuous Improvement Manager

Job Description: Job Description

Role Title

Continuous Improvement Manager Level: D Job Title : Continuous Improvement Manager Department/Team:

Strategic Change & Continuous Improvement

Reporting to: Chief of Staff/Head of Strategic Change & Continuous Improvement

C&R Software ( www.crsoftware.com ) provides expertise in Credit Risk Management domain and delivers optimized SaaS (AWS) based solutions across the Collections & Recovery lifecycle, empowering organizations to manage their end-to-end collections operation more effectively and compliantly. We have been in the industry for ~40 years. We operate out of 16 countries, and our customers are based out of 60 countries across the globe. Our Vision is to Humanize Collections and our Values are Diversity, Simplicity, Respect, Bravery, and Responsibility.

The Continuous Improvement Manager

is responsible for driving the successful embedding and ongoing optimisation of C&R's Target Operating Model (TOM) through process design, governance, continuous improvement and change enablement activities. As a member of the Strategic Change & Continuous Improvement (SC&CI) Team, the role works across the organisation to improve business processes, strengthen process governance, support organisational change, and promote operational excellence, ensuring ways of working remain efficient, scalable and aligned to strategic objectives and business priorities.

Role Overview

The Continuous Improvement Manager is a key member of the
Strategic Change & Continuous Improvement (SC&CI) Team
, working as part of a central capability responsible for embedding C&R's Target Operating Model (TOM), driving organisational change, enabling strategic execution, and fostering a culture of continuous improvement across the business. The role is responsible for driving the successful embedding of C&R's Target Operating Model through process design, continuous improvement, governance, and change delivery activities. It focuses on translating organisational design into operational reality by working across functions to define, document, optimise, govern, and continuously improve business processes.

Working closely with the Chief of Staff/Head of SC&CI, business leaders, process owners, and subject matter experts, the role will lead process mapping initiatives, support OperandAI governance and process ownership, facilitate business improvement programmes, and help establish sustainable ways of working that improve efficiency, accountability, customer outcomes, and organisational performance.

As part of the SC&CI Team, the role will contribute to a broader portfolio that includes Target Operating Model stabilisation, strategic change initiatives, OKR enablement, operating rhythm governance, organisational effectiveness, business transformation, and continuous improvement. The role combines process excellence, Lean continuous improvement, business analysis, change management, and stakeholder engagement to help the organisation mature its operating model and achieve its strategic objectives.

Key Responsibilities
Target Operating Model Stabilisation
Support the implementation and embedding of the Target Operating Model across all functions.
Define and document new operating processes, roles, responsibilities, hand-offs, and decision points.
Identify operational gaps, duplication, inefficiencies, and risks arising from organisational change.
Support business leaders in embedding consistent ways of working across teams.

Process Design & Process Mapping
Lead workshops to capture, document, and optimise business processes.
Develop current-state and future-state process maps.
Establish standard process documentation and governance approaches.
Work with business stakeholders to define ownership, measures, controls, and accountability.
Ensure processes remain current, accessible, and continuously improved.

Continuous Improvement
Apply Lean and Lean Six Sigma principles to improve operational effectiveness.
Conduct root cause analysis and problem-solving activities.
Identify opportunities to reduce waste, improve quality, and increase efficiency.
Implement improvement initiatives and measure outcomes.
Promote a culture of continuous improvement across the organisation.

Change & Transformation Support
Support organisational change and transformation activities.
Develop stakeholder engagement and adoption plans.
Facilitate communications, training, and transition activities.
Monitor adoption and effectiveness of new ways of working.

Reporting & Governance
Maintain improvement plans, actions, and benefits tracking.
Produce management information and progress reporting.
Support leadership governance forums with process and improvement insights.
Provide data-driven recommendations to support decision-making.

Skills/Competencies
Process Mapping & Process Design:
Ability to analyse, document and redesign end-to-end business processes, identifying opportunities to improve efficiency, effectiveness, accountability and customer outcomes.
Lean Continuous Improvement:
Strong understanding of Lean principles and methodologies, with the ability to identify waste, streamline workflows and embed a culture of continuous improvement across the organisation.
Lean Six Sigma & Root Cause Analysis:
Ability to apply structured problem-solving techniques, data analysis, root cause methodologies and process improvement tools to resolve issues and deliver sustainable business improvements.
Business Process Re-engineering:
Experience reviewing and redesigning operating models, processes, roles, responsibilities and hand-offs to improve organisational performance and scalability.
Change Management & Adoption:
Ability to support organisational change, manage stakeholder engagement and drive the successful adoption of new processes, systems and ways of working.
Operational Excellence:
Knowledge of operational excellence principles, governance structures, performance measurement and continuous improvement practices that improve business effectiveness.
Workshop Facilitation & Stakeholder Engagement:
Strong facilitation skills with the ability to lead process workshops, gather requirements, build alignment and achieve consensus across diverse stakeholder groups.
Business Analysis & Process Governance:
Ability to gather, analyse and interpret business requirements while establishing sustainable governance frameworks, process ownership and accountability structures.

Business Competencies

Business Competency Description Technical & Functional Expertise Demonstrates strong expertise in process mapping, business process redesign, Lean Continuous Improvement, Lean Six Sigma, operational excellence and process governance. Applies structured methodologies, tools and frameworks to improve efficiency, effectiveness, quality and organisational performance. Leadership & People Development Builds capability across the organisation by coaching stakeholders, supporting process ownership and promoting a culture of accountability, continuous improvement and operational excellence. Encourages collaboration, learning and knowledge sharing to sustain long-term improvements Strategic Thinking & Business Impact Understands how operational processes support organisational strategy, the Target Operating Model and OKRs. Identifies opportunities to improve business performance, scalability and customer outcomes while ensuring continuous improvement activities remain aligned to strategic priorities. Communication & Influence Communicates complex concepts clearly and effectively to a wide range of stakeholders. Facilitates workshops, drives engagement, builds consensus and influences decision-making to support process improvement, governance and organisational change initiatives. Execution & Accountability Delivers improvement initiatives from concept through implementation, ensuring plans, actions, risks, dep