Continuous Improvement Lean Practitioner (Green Belt)
Senior Analysts have a broader scope of responsibilities, including overseeing the work of junior analysts, leading projects, and providing strategic insights. They often collaborate with various departments and may be involved in high-level decision-making processes. They will support Lean Six Sigma projects, mentor junior analysts, and drive continuous improvement initiatives.
Job title: Continuous Improvement Lean Practitioner (Green Belt)
Job Description: An exciting opportunity awaits you within the Continuous Improvement Team within CapitaSA. Reporting to the Head of Continuous Improvement (Master Black belt), you will lead & drive continuous improvement culture through Ideation and small improvement projects e.g. Lean six sigma White / Yellow Belt across our client's business.
You will be expected to work across all customer contact channels and with multiple stakeholders to identify and implement solutions which will drive improvements in customer experience, ensuring we get it right first time.
Key Responsibilities: - Ensures that the standards of the Company's Global Continuous Improvement process are followed.
- Project mentoring of LSS White Belt / Yellow Belt projects utilising the DMAIC system to ensure effective outcomes and appropriate governance.
- Drive effective ideation process across colleagues in various client operations and support processes to generate business value.
- Root cause analysis of key drivers of failure and customer dissatisfaction ensuring we focus on the right areas to improve our business.
- Development and smooth implementation of solutions to improve our business performance through the application of Lean Six Sigma methodologies.
- Stakeholder engagement and management across the Capita and our client's businesses.
- Facilitating Lean workshops to map current and future state positions.
- Production of all materials for presentation to stakeholders.
- Performing data analysis and presentation demand and resource availability.
Minimum Qualification: - Grade 12 or equivalent
- Lean Six sigma Yellow Belt or studying towards a Green Belt or completed Green Belt Accreditation from Accredited organisation.
- Demonstrable computer skills- proficient in MS Office (Excel, Word, PowerPoint, and Teams) and various internet search engines.
Minimum Experience: - 1 - 2 years support service or project management or operations contact centre experience gained within the BPO or similar sector.
Key Competencies: - Team player with the ability to act on your own initiative.
- Possess strong problem solving and decision-making skills.
- Strong communication skills.
- Ability to manage different sites simultaneously.
- Demonstrates passion and commitment for excellence, the customer, and business.
- Builds strong networks and strategic relationships with internal and external stakeholders.
- Good practical presentation and Excel skills.
- Confidentiality.
- Financial Integrity.
Management Responsibility: This position does not have a management responsibility.
About us: Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.
Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.
What's in it for you? - Competitive Basic salary.
- Medical Aid.
- Provident fund, Group life, funeral and disability benefit.
- Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
- Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
- Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
- Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
- International Exposure: We provide opportunities for international exposure, broadening our employees' horizons and experiences.
- Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.
What we hope you'll do next: Choose 'Apply now' to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.
What will happen next? - Your application will be reviewed.
- If your application is successful, you will be invited to an interview with a member of the recruitment team.
IMPORTANT: The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.
Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals.
Closing date: Midnight 25 December 2024.
Please Note: No late applications will be accepted.
Location: Cape Town, South Africa
Time Type: Full time
Contract Type: Permanent#J-18808-Ljbffr
