The roleThe Continuous Improvement Manager is an embedded role within the Debt Function, responsible for leading and delivering a portfolio of continuous improvement and operational excellence initiatives across Debt.The role exists to strengthen delivery capacity within Continuous Improvement, addressing current bottlenecks by owning and driving the re-baselining, optimisation and ongoing improvement of Debt processes, and by supporting the delivery of agreed maturity priorities.Working closely with Debt teams, key enabling functions and, where appropriate, MaPS-funded debt advice providers and external stakeholders, the postholder will focus on hands-on delivery of CI projects, particularly in relation to process design and management, governance, and operational effectiveness. This will ensure that tangible improvements continue to be delivered at pace within Debt.This role will:

• Lead the delivery of CI projects across the Debt Function, aligned to agreed maturity priorities
• Drive the re-baselining, documentation and optimisation of Debt processes in line with the MaPS Process Design and Management Policy

• Support improvements to both internal Debt operations and, where relevant, externally delivered debt advice services through collaborative improvement activity
• Contribute to building CI culture and capability across Debt by enabling teams and partners to participate in, learn from and own improvement

Key accountabilities

• Lead and deliver a defined portfolio of continuous improvement projects across the Debt Function, from initiation through to implementation and stabilisation, ensuring benefits are clearly articulated and realised.
• Re-baseline existing Debt processes against the MaPS Process Design and Management Policy, ensuring processes are appropriately designed, documented, owned, and reviewed.
• Work with Process Owners, Process Managers and subject matter experts to map, analyse and improve operational processes, reducing inefficiency, variation and risk while improving quality and consistency.
• Apply continuous improvement methodologies (e.g. Lean, Six Sigma, structured problem solving) to identify root causes, design improvements and support sustainable change.
• Support delivery of the Debt maturity framework priorities, particularly within the Processes and Governance pillar, contributing to movement towards more established and managed levels of maturity.
• Establish and maintain CI backlogs for Debt, supporting prioritisation of improvement opportunities based on impact, effort, dependency and strategic alignment.
• Collaborate with the Senior Continuous Improvement Manager to ensure CI activity aligns with Debt and corporate strategies, and complements wider organisational improvement initiatives.

• Contribute to CI activity across MaPS and beyond, including collaborative improvement work with MaPS-funded debt advice providers and other external stakeholders where this supports Debt strategy objectives.

• Support the development of CI culture by enabling participation in improvement initiatives, sharing learning, and reinforcing principles of experimentation, learning and continuous feedback.
• Deliver clear and practical communication on CI activity, progress and outcomes, contributing to transparency and learning across the Function.

Skills & experience

• Demonstrable experience delivering continuous improvement or operational excellence initiatives in complex service or operational environments.
• Practical experience of process mapping, analysis, redesign and implementation, ideally within a formal process governance framework.
• Strong understanding of continuous improvement methodologies and tools (e.g. Lean, Six Sigma, Kaizen, root cause analysis), with evidence of applying them in practice.
• Experience of managing multiple improvement initiatives concurrently, balancing pace with quality and stakeholder engagement.
• Strong analytical skills, with the ability to use data, insight and evidence to identify issues, inform decisions and measure improvement impact.
• Excellent communication and facilitation skills, with the ability to work collaboratively with a wide range of stakeholders.

OtherDESIRABLE

• Experience working within debt advice, financial services, public sector or third sector environments.
• Formal qualification or certification in Lean Six Sigma or related continuous improvement disciplines.
• Experience supporting or implementing organisational process design and management policies or frameworks.

PERSONAL ATTRIBUTES

• Delivery-focused and pragmatic, with a strong bias towards turning analysis into action.
• Confident and credible when working with operational teams, able to challenge constructively and supportively.
• Resilient and adaptable, comfortable working in environments with competing priorities and evolving maturity.
• Collaborative and relationship-oriented, with a commitment to building capability and ownership rather than dependency.
• Personally committed to continuous improvement, learning and reflective practice.

OtherDESIRABLE

• Experience working within debt advice, financial services, public sector or third sector environments.
• Formal qualification or certification in Lean Six Sigma or related continuous improvement disciplines.
• Experience supporting or implementing organisational process design and management policies or frameworks.

PERSONAL ATTRIBUTES

• Delivery-focused and pragmatic, with a strong bias towards turning analysis into action.
• Confident and credible when working with operational teams, able to challenge constructively and supportively.
• Resilient and adaptable, comfortable working in environments with competing priorities and evolving maturity.
• Collaborative and relationship-oriented,...