Change Agent (Lean Navigator) at Europ Assistance

Job description

Qualifications/attributes/competencies and experience

• Grade 12 - essential
•  Relevant tertiary management qualification preferably both the business and informationtechnology sectors
•  Extensive Call centre / assistance services environment experience
• Business/Process Analysis Qualification - advantageous
• Ability to work on MS Office
• Preferably EE Candidate

Knowledge/ Skills and Abilities

• Excellent people change-related skills e.g.
• Interpersonal skills
• Communication skills
• Facilitation skills
• Organizational skills
• Problem solving skills
• Assertiveness and ability to challenge the status quo
• Ability to navigate the ‘grey’ (unknown) and manage ambiguity
• Attention to detail
• Demonstrated ability to learn and quickly comprehend new concepts
• Demonstrated strong judgment and decision-making ability
• Requirements management and analysis best practices
• Self-motivation and self-management
• Recognise problems and solutions
• Manage own development to increase own competencies
• Manage fast paced work requirements
• Ability to balance work, play and life
• Excellent computer skills

Roles and Responsibilities

• The primary responsibility of this position is to serve as a change leader and facilitator of business performance transformations aimed at driving growth and continuous improvement within the organization
• Understand the business driver of business and provide thought leader and adaptation of Lean Management to the business reality to ensure the Lean implementation delivers business impact
• Advises the Head of Lean program and prepare reporting and steering committee presentations for their respective lens.
• Use analytical and statistical tools to assist and improve management decision making, problem solving, ensure baseline metrics are established and all improvements are quantifiable.
• Ensure initiatives are aligned with corporate goals, and focus on efficiency and cost/revenue opportunities.
• Provide regular updates and reports to communicate the health of improvement projects, results to planned benefits and prioritization of efforts.
• Collaborate with Project Management Office and Information Technology to leverage technologies to optimize operational accuracy and efficiency.