Process Lead Review

I am a process lead in the financial customer care team where we look after all activities relating to collecting debt and vulnerable customers. I review existing processes within the department for continuous improvement and also look at introducing new processes where required. It involves working closely with stakeholders and working towards deadlines.

Yes 100%! I have learnt the DMAIC framework which has enabled me to better work through my projects and how to engage better with my stakeholders. Its taught me a structured why to conduct a process review, prioritise what I'm focusing on, understand who is responsible for what and I have been given a number of tools in each phase that I have put to practical use such as the MSA, Capability analysis and DOE.

I'm really enjoying the programme. It's a lot to take in but my coach explains it in a really simple way, enabling me to understand where it plays a part in my day to day job. The programme is enabling me to learn so much and improve how I work.

Very well structured. We were given a clear plan of the 18 month programme right at the start and all calendar invites were sent out with what session it was. Nothing has changed along he way (I'm 12 months in). Each session is explained as to what it is being used for.

My employer, particularly my manager has been hugely supportive. I chose the project I wanted to use and my manager approved it and has allowed me to get stuck in alongside other work, but has allowed me time towards my project and apprenticeship. I have not missed a session during the 12 months so far.

We had regular coaching session scheduled in at the beginning of the programme but we can also have extra sessions if needed. My coach will also reply to emails and team messages if i have quick questions. hey are also on hand if i feel like i need additional support.

As I mentioned before, the programme is teaching me a whole lot of tools and techniques for continuous improvement. I'm learning structure, project management, stakeholder management, leadership qualities, safe working, tools to understand process capability, normality, optimal settings, and more. I am already putting what I'm learning into practice day to day.

We can have 2 time to give days and our team volunteered at a local railway where were helped to cut back a load of bushes. We have an annual raft race to raise funds for water aid and other charity partners. We have regular lunch and learns on various different areas of the business that we can attend.

Yes

I've been at Thames for nearly 18 years and have no feeling to want to leave. The company are good to work for, the people are great, there are opportunities to learn and grow. There are so many different areas of the business to get involved in or get to know.

If you know someone who works for Thames, speak to them and put them down a recommendation (we get money!) I would advise them to research the company, specifically the arear you want to apply for but also other arears that may be linked. Understand our values as they are important to the company.