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Business Improvement and Process Manager



Posted on Monday, August 7, 2023

Location:  United Kingdom 

Recruiter: Tyrone Duncan 


Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Purpose of the role


This is a senior and key role within the Professional Services Operations team and will be critical to the design and implementation of PS across the business and empowering the wider team to be best in class. Developing and driving continuous business improvement & governance across the PS landscape while working in collaboration with other Keyloop stakeholders. Creating a framework that teams can operate within, with the intention of driving best practice and providing a forum to also drive learning and improvement. Development of strong working relationships with senior executives within the business will be essential. There is an expectation that the role owner will significantly influence the development and improvement of process within PS.  Collect and document business requirements for project and process improvement/automation efforts. Facilitate process workflow modelling to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases. To drive greater clarity and visibility into our Professional Services performance. Enable Professional Services to make greater data driven decisions for PS strategy


Role Responsibilities

  • Establish continuous improvement/lean/sigma practices within priority processes
  • Develop a strong network with stakeholders to help implement best practice solutions
  • Play a key role in establishing business and operational strategies
  • Evaluate operational performance & development needs in conjunction with business plans
  • Work with the wider PS team to document, prioritise and execute Lessons Learnt
  • Ensure professional standards and best practice is applied when managing major projects
  • Responsible for the definition, documentation, and successful completion of work within a project-managed framework, managing whole projects
  • To develop effective relationships with internal departments and representatives from external organisations as appropriate
  • To ensure deployments are completed as efficiently as possible and investigate how efficiencies, without jeopardising deployment and customer quality
  • Implement standardised processes that are measured and honed regularly
  • Undertake Audits
  • Lead, introduce and drive change, improvement, process, operational improvements
  • Create process documentation/workflows, knowledge articles and self-service guidance for Professional Services
  • Collect and document business requirements for project and process improvement/automation efforts
  • Facilitate process workflow modelling to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
  • Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed-upon service levels
  • Conduct maturity assessments against the process activities to highlight areas of improvement or concerns
  • Identify issues and risks
  • Bring inconsistencies and problems to the attention of management
  • Participate in the problem resolution



  • Drive data decision making within the PS team
  • Enables PS performance visibility for PS teams to support roadmap and development


Toolset Management

  • Research, implement, manage, and maintains toolsets to ensure best practice, efficiencies, and consistency across PS teams
  • Manages vendor relationships with product toolset providers


Governance and process

  • Creates, maintains, and executes governance model to support new initiatives within PS
  • Creates and supports creation and facilitation of consistent frameworks and models to business case development across the PS teams
  • Works cross-functionally to align on the operational efficiencies across teams and makes recommendations on business improvement to drive better adoption in keeping with agile methodology



  • Build strong relationships across Finance, Product Management, Marketing, Support, and equivalent Operational teams across each business function to provide a consistent, single view across the business maximizing data driven decision making, growth of PS stickiness and revenue as well as driving new data points into our PS teams for better customer insights.



  • Engages, communicates, and scales PS knowledge across the Keyloop teams
  • Coaching and training of the wider PS teams


Key Results Indicators & Measures of success 

  • Clear governance framework and process which is adhered too
  • A tool kit that includes process governance, sales calculators and other tools & templates the PS associates need to be successful
  • Visibility in performance for all strategic PS initiatives  
  • Building new and more data points into the PS structure for both financial and for customer success driving greater revenue
  • Frequent and formalised business engagement and recommendations to drive greater adoption of PS
  • Lead and drive operational excellence
  • Monthly reporting on where we are in embedding the operating model and steps we need to take to the Professional Services Leadership team
  • Embed the new PS Operating model to ensure we maximise billability and revenue opportunity by driving best practice and tracking capabilities across the organisation



Skills / Knowledge & Experience

  • Must come from a relevant software/technology background and have a proven track record of involvement in implementing and maintaining processes and business improvement programmes. Understanding of implementing Quality processes like ISO, ITIL, Six Sigma & Lean Engineering is a distinct advantage
  • Extensive implementation experience including highly complex multi-phase multi-site installs
  • Extensive experience of working with a project and programme management methodology such as PRINCE2 or PMI (PMP & PgMP)
  • Commercially aware
  • Knowledge of the Automotive industry (desirable, not essential)
  • Ability to advise, persuade and influence people in a professional and effective manner
  • Must be very strongly process-driven with experience of working in a changing environment and the ability to work under pressure
  • Must be able to plan and deliver multiple tasks simultaneously
  • Open for challenges and striving for efficiencies, continuous improvement, motivating and engaged
  • Flexibility, integrity, and problem-solving skills are a pre-requisite to be successful in this role
  • Global experience; able to operate successfully in multi-cultural environments
  • Key business stakeholder management
  • Agile methodology experience
  • Excellent organizational and time management skills
  • Outstanding communication and presentation skills
  • Critical thinker
  • Creative problem solver
  • Great analytical skills
  • Data-driven approach
  • Language: English (fluent)


Qualifications required

  • Project Management, Lean Six Sigma, Agile and Change Management qualifications are desirable or 5+ years relevant industry experience across business improvement, process, and efficiencies


Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.


An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity.  We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.


Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.