Description
Sales Process Improvement Manager - Harrogate or Nottingham
About Us
Worldpay - do you know who we are?
You may or may not, but billions of transactions a year are made using our payments processes, whether via a card machine or online. Our systems enable our customers large and small to process their customers' payments so they can grow their business. This could be your local supermarket where you do your weekly shop or your favourite airline when you book tickets to New York.
The Role
The role holder will examine our approach to the sales process and re-design it using lean principles, applicable in a Telesales environment to drive sales performance.
You will assess how effective the process is at converting leads from either new or existing customers into actual sales to maximise NBI.
You will contribute to our big bet strategy to deliver 20k customer net adds across 2016.
The role holder will bring a lean mind-set and transform SME Sales into a centre of excellence through continuous improvement and through embedding the lean principles, will raise the bar of SME Sales performance.
Responsibilities
- Accountable for contributing to our strategy to deliver 65k new boarded customers with £36m annualised revenue, and 20k customer net adds across 2016
- Using lean principles, define & design a performance improvement plan for SME Sales to drive sales performance
- Identify the root causes that need to be addressed in order for the end-to-end sales process to be optimised
- Identify non-value add activities being undertaken across SME Sales that can be removed to provider a better customer experience, increase capacity and improve performance
- Deliver an effective and appropriate set of tools and techniques to deliver continuous process improvement across SME Sales
- Increase conversion of calls received to actual sales, identify ways to reduce non-sales calls (existing customer service calls) and deliver sales growth
- Demonstrate effective stakeholder management to engage senior sales personnel to adopt lean as an ongoing methodology to increasing conversion
- Translate the lean principles into the language of sales bringing process thinking into the centre stage of sales planning
- Define what customers' value, so SME Sales can better articulate our offering with the needs of customers
- Using lean methodology to convert reactive behaviour, where processes are out of control, to highly focused and proactive behaviour where processes are in control
- Define an effective sales training programme for Telesales, Managers, Coaching/Quality team
Skills and experience
- Experienced background in Lean, ideally across a Telesales function
- Strong verbal and written communication skills
- Stakeholder Management
- Experience of being highly motivated, self-managed and organised
- Root cause and problem solving process and tools
- Understanding of the Lean Standards and tools
- Creative thinking
- Ability to adapt to changing priorities
- Establish and maintain sound working relationships
- Lead and participate in Lean cross-functional team activities
- Strong communication and interpersonal skills, challenging confidently where necessary
Worldpay is acting as an Employment Business in relation to this vacancy.