Head of Continuous Improvement and Innovation (Bristol, GB)

Head of Continuous Improvement & Innovation Hybrid- MOD Abbey Wood, Bristol Permanent/ Full Time Band 2 | £70,000 – 80,000 per annum plus benefits Start date- June 2025

Serco are recruiting for a Head of Continuous Improvement (CI) & Innovation to join the team based on a hybrid basis. Serco have a commitment to continually developing and improving the delivery of Armed Forces Recruitment Service (AFRS) to provide optimised services which positively impact the candidate experience and maximise contractual performance.

The Head of CI & Innovation is integral to this mission, taking accountability for the refinement and improvement of operating models, business processes, frameworks, and delivery tools / applications. This role will lead a team to align and deliver evidence-based CI & Innovation initiatives which deliver measurable benefit to AFRS across back-office functions, recruitment operations and candidates.

The Head of CI & Innovation will be responsible for the end-to-end Improvement Strategy and Annual Improvement Plan, from the gathering of insights and initiation of CI & Innovation initiatives which align with AFRS priorities, through to the design and delivery process and the adoption and benefit measurement of implemented initiatives. They will support the Senior Leadership Team by focussing solely on providing the conditions for success, defining best practice, and driving up the quality of delivery across AFRS to maximise performance.

At Serco, we are proud to partner with the UK Ministry of Defence (MOD) in providing critical recruitment services for the UK’s Armed Forces. This new approach will, for the first time, see the Royal Navy, the British Army, and the Royal Air Force have a joint AFRS. Delivered through a partnership of the MOD, Serco, and our consortium of partners, this service will provide end-to-end support from candidate attraction to assessment, onboarding, and preparation for attending Phase 1 training. Our team brings together best-in-class integrated technology and specialist partners to offer a holistic recruitment and skills solution for the UK Armed Forces, designed to modernise and improve the overall candidate experience. We are driven by the values of doing the right thing for our people, the MOD, His Majesty’s Government (HMG), broader society, and the candidates we source.

Serco actively encourages applications from veterans, military spouses, and reservists.

Main responsibilities of the role:

Define and embody performance excellence for AFRS, continually striving to raise performance levels, to include: Conversion ratios Customer satisfaction Employee satisfaction Contractual compliance Own the Improvement Strategy and Plan, constantly reviewing and refining our approach to CI & Innovation delivery to ensure best use of resources, effective prioritisation of work, efficient, high-quality delivery of initiatives and successful implementation. Be a subject matter expert for the SLT in market trends, research, and insight to inform best practice across people, process, systems and data. Provide line management support to all direct reports, setting appropriate tasks and actions, completing regular performance management review meetings, and proactively managing underperformance. Govern the CI & Innovation initiatives portfolio, ensuring risks to success are resolved in a timely manner, resources are allocated, and costs are controlled. Provide reports on the output of CI & Innovation. Any other activities reasonably required by the business which are commensurate with the role.

What you’ll need to do the role:

Able to achieve SC clearance. Hold a valid UK driving licence. Flexible to commit to regular travel to the joint AFR HQ in Abbey Wood (Bristol),AFR Transition in Andover and other operational sites, as required. Experience of leading a business change or continuous improvement function (minimum of 2 years’ experience), preferably within a government contracted service. Experience of a range of consumer research techniques. Ability to deep dive and analyse complex data. Proven track record of delivering successful projects. A recognised & respected leader with the ability to influence and collaborate at a senior management level. Highly developed leadership skills, with the ability to motivate and inspire others. Ability to operate at the cutting edge of service design, operating as an advocate for new technologies and approaches. A demonstrable understanding of the recruitment sector.

What we offer:

Company car or car allowance Company discretionary bonus Private Medical cover – Single Up to 6% contributory pension. 25 days annual leave plus bank holidays. Annual leave purchase scheme. Access to the Serco benefits portal offering discounts across major high street brands in Retail, Leisure & Hospitality. Health and wellbeing support for you and your family, including an Employee Assistance Programme, Health Cash Plans, free flu jabs, and more. Comprehensive career development opportunities, including role-specific training, leadership coaching, and formal study to support your growth with Serco. A safe, inclusive, and supportive culture. A company passionate about diversity and inclusion.

To discover more about our careers in Defence, meet our team, and to find out more about what we offer, please follow this Link. We’re also a signatory of the UK Governments Women in Defence Charter, to find out more please click here.

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. As a proud Disability Confident Leader and holder of the Silver Inclusive Employer Standard, disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

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