Continuous Improvement Partner South Africa at Maersk Line

Opportunity

CONTINUOUS IMPROVEMENT PARTNER SOUTH AFRICA

WE OFFER

This role is to drive continuous improvement and support performance management in the Area CX. This includes anchoring and facilitating project prioritization as well as ensuring readiness in support of CX Leaders and their teams.

KEY RESPONSABILITIES

• Responsible for the acceptance and application of global standards in local CX teams, including change management
• Open and constructive challenge of standardization practice that does not facilitate customer quality, increase efficiency and a digitization agenda
• Support Area CX Manager on defining complementing local metrics to the global KPIs and ensure performance management cycles are in place and followed up across CX
• Coordinate and review all functional excellence (CEN) activities in Area and develop change management strategies to ensure successful implementation and adoption of changes
• Promote continuous improvement mindset in the CX teams in coordination with GSC Supporting teams via application of LEAN techniques/tools
• Identify current process and/or CX Gaps and propose solutions to improve CX outcomes across assigned business area
• Co-create or facilitate TIP (Tactical Improvement Plan) with quantifiable savings in cost or effort; or improvement to ‘Customer-felt KPIs in Ocean or L&S"
• Own and drive Standard work cycles (e.g., MOS)

WHO ARE WE LOOKING FOR

• High school diploma
• 3-5 years’ previous experience in customer service
• Exceptional organizational and time management skills, with a strong attention to detail
• Lean/Six Sigma Qualification (preferred)
• Continuous improvement mind-set and right sense of urgency capable to understand bigger picture of priorities and global constraints
• Strong Process improvement & Project Management skills  (certification preferred)
• Strong communication and stakeholder management skills
• Excellent understanding of customer requirements and customer focus
• Highly structured and analytical including data modelling skills
• Strong influencing skills
• Result driven combined with the ability to achieve results through people
• Self-starter and effective change agent