The G Band Senior Specialist : Continuous Improvement role is based within Vodacom Financial Services Business Unit will improve process efficiencies and customer experience by applying lean six sigma methodology to analyse customer experience problems, design ideal customer journeys and optimise processes and solutions including people and system changes .
The execution of the key operational and strategic solutions in the form of projects and initiatives with the biggest impact within the business.
These includes identifying the key KPIs impacted and tracking and progress reporting on them. The facilitation of workshops to ensure that effective customer experience and Continuous Improvement frameworks and tools are applied to achieve the required benefits.
Key accountabilities o Derive insights from operational performance data and reports to guide the re-imagine of journeys.
o Formulate fundamental problem statement for VFS Business unit customer experience and continuous improvement Initiatives o Detail data analysis to determine root cause of business problem o Facilitate workshops with cross-functional teams using Continuous Improvement tools and techniques o Define Journey and Process measures and KPIs o Document Journeys and Processes with initiatives recommended for optimisation o Compile business cases for Continuous Improvement initiatives o Post implementation reviews on Continuous Improvement Initiatives o Provides expertise and coaching in Continuous Improvement framework, tools and methodologies to ensure the correct and efficient application of methodologies and frameworks.
o Provide coaching to the Specialists and Specialists in Continuous Improvement methodologies and best practice ways of working o Actively researches best practice and new methodologies and builds onto Continuous Improvement knowledge repository Competencies : · Goal and customer focussed with track record in executing · Ability to align teams across business without necessarily having direct management control · Capable of working in a complex organisation and able to build strong relationships and credibility with multiple levels internally and externally · Experience in implementing customer driven initiatives and improvements in a large organisation · Ability to manage multiple projects to time lines Must have technical / professional qualifications : · Matric is essential · A 3 4 year relevant Degree / Diploma essential (preferred in Engineering) · Post graduate qualification in related field (Preferred) · Continuous Improvement related qualification (Essential) (preferred in Lean Six Sigma Green Belt / Black Belt) · A minimum of 3-5 years experience in Continuous Improvement management is essential · 1 years Leadership / Management experience is an advantage A minimum of 5 years relevant experience in the telecommunications / Insurance industry is essential