Continuous Improvement Specialist
WNS Global Services
Cape Town, WC, ZA
5d ago

Main purpose :

This role will be responsible for making sure that we have a Continuous Improvement map and plan for our client by adding meaningful value through insights, analytics and staying on the forefront of new technologies and processes.

Manage a team of quality associates.

Key responsibilities :

  • Responsible for the successful execution of BU wide process design and re-engineering initiatives that will encompass an end-to-end analysis and future state redesign followed by implementation
  • Mentor and lead lean Six Sigma projects
  • Develop and new and unique ways to improve the operations of the business and to create new opportunities
  • Contribute and present in client reviews & meetings
  • Manage QA team deliverablesQA targetsRCAInsights
  • Qualifications

    Qualifications required :


  • Bachelor’s Degree in Engineering, Statistics or Mathematics or equivalent professional experience in lieu of a degree
  • Certified Six Sigma Black Belt
  • Experience Required :


  • Two or more years' experience using Operational Excellence and Continuous Improvement methods (LEAN, Six Sigma, TQM)
  • Two years exposure to BPO industry
  • Overall Experience of 7+ Years in Transformational Quality & Efficiency improvements
  • 2 Years' experience heading up An Operational Excellence function within BPO will be advantageous
  • 2-3 Years SQL Server Experience to access datasets, run queries, build tables and execute reports that can be used to deliver insights
  • Additional Information

    Job-Related Knowledge, Competencies & Skills Required :

  • Confident Personality able to challenge and debate issues of importance to the business
  • Persuasive & Influential able to look at situations from several points of view; create a shared vision and to positively influence others to achieve results that are in the best interest of the business
  • Adaptable able to be flexible, versatile and / or tolerant in a changing, complex work environment while maintaining effectiveness and efficiency
  • Behaves Ethically - understands ethical behaviour and business practices, and ensures that own and others behaviour is consistent with these standards and aligns with the values of the company
  • Builds Relationships - establishes and maintains positive working relationships with others, both internally and externally, to achieve company goals
  • Should be able bring industry best practices and help prioritize new initiatives to drive business strategy, mitigate potential risks and control gaps, financial return, and positive customer impact.
  • Creative / Innovative
  • Focuses on Client Needs - anticipates, understands and responds to the needs of internal and external clients to meet or exceed expectations within company parameters
  • Fosters Teamwork - works cooperatively and effectively with others to set goals, resolve problems, and makes decisions that enhance organizational effectiveness
  • Well versed with process diagnostics, due-diligence, blueprinting activities and savvy with PowerPoint and Excel
  • Good Experience in consulting projects, Business process re-engineering projects
  • Good Understanding of customer journey analytics
  • Formulate improvement plans based on waste & variations identified during analysis
  • Makes Sound Decisions assesses situations to determine the importance, urgency and risks, and makes clear decisions, based on sound judgment, which are timely and in the best interests of the business
  • Organized organizes resources, sets priorities, manages time effectively, monitors progress towards goals, and tracks details, data, information and activities
  • Plans - determines strategies to move the business forward, sets goals, creates and implements actions plans, and evaluates the process and results
  • Solves Problems - assesses problem situations to identify causes, gathers and processes relevant information, generates possible solutions, makes recommendations and / or resolves problems
  • Has a High Energy Level & Stress Tolerance - to cope with the long hours, regular travel and constant deadlines; excels at operating in a fast-paced environment;
  • is resilient, has tenacity and maintains high levels of drive and initiative under pressure

  • Communicates effectively - at all levels both within, as well as outside the company
  • Sound commercial mentality
  • Conflict management & resolution skills
  • Networking skills & the ability to be resourceful
  • Proven track record of delivering results and leading teams in a dynamic business environment
  • Change agent with strong credibility and influence in the organization
  • Demonstrated ability to motivate others and achieve results
  • Strong analytical and quantitative skills
  • Strong oral and written communication skills
  • Strong interpersonal and leadership skills
  • Anticipates customer needs and ensures that they are met
  • Measures processes and performance through the customer's eyes
  • Report this job

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form