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  • Posted: Apr 21, 2021
    Deadline: Not specified
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    Vodacom Group Limited (Vodacom) is an African mobile communications company providing voice, messaging, data and converged services to over 61 million customers. From its roots in South Africa, Vodacom has grown its operations to include networks in Tanzania, the Democratic Republic of Congo, Mozambique, and Lesotho and provides business services to customer...
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    Executive Head: Continuous Improvement

    The Executive Head of Continuous Improvement will lead a capable team of specialists who are responsible for continuous improvement and radical simplification customer journeys and end to end processes across the business. This person is articulate and a persuasive communicator, and will have an inclusive leadership style with the ability to forge effective working relationships quickly across all stakeholders. The role will lead the cross functional squads required for end to end journey and process re-work and improvement to drive simplification and automation of customer and internal processes.

    Key Accountabilities And Decision Ownership
    Your responsibilities will include:

    • Strategy and Methodologies
    • Facilitate CI workshops
    • Provides expertise and coaching in CI framework, tools and methodologies to ensure the correct and efficient application of CI methodologies and tool
    • Be an advocate for design thinking and demonstrate its ability to deliver business value.
    • Be an advocate and voice of the customer in all service enhancement decisions.
    • Apply an agile mind-set, using an iterative and flexible approach to enable rapid delivery.
    • Continuously improve the experience through omni-channel testing and advocate for implementing of enhancements.
    • Lead the design and facilitation activities of the CI team , inlcuding ideation and co-creation workshops with the relevant stakeholders throughout the organisation
    • Work with leaders in other parts of the organisation (Engineering, Marketing, Customer Experience, Digital, Executives, etc.) to ensure Service Design and Radical Simplification is driven across the business

    Team Leadership And Prioritisation

    • Manage the requirement pipeline and prioritise initiatives across the CI Team
    • Guide the Continuous Improvement team and stakeholders in setting the vision for projects, including framing the problems to be solved and defining success criteria.
    • Present enhanced solutions and their proposed efficiencies to Senior Executives.
    • Assign resources optimally across the squads to ensure effective delivery
    • Building effective professional relationships (both for him/herself and the team) and establishing the team’s credibility with business and external partners
    • Succession planning for self and direct reports
    • Identify individual development plans and training requirements for self and direct reports


    Experience

    • Strategy formulation and execution against strategy
    • Leadership and management of cross-functional teams in a matrix organisation
    • Programme Management
    • Expert knowledge and experience in Continuous Improvement /Service Design and Implementation
    • Business Improvement
    • Strong analytical; research and forecasting skills
    • Ability to work cross functionally in order to achieve desired results
    • Strong presentation skills
    • Excellent verbal and written skills
    • Customer focus with regards to understanding the service being delivered

    Must Have Technical / Professional Qualifications
    The ideal candidate for this role will have:

    • Relevant tertiary qualification in Commerce, Process Engineering
    • Post graduate degree desirable (MBA or similar)
    • 8 years of experience in Customer Experience or Business Analysis or CX/Service design or Process Engineering or Programme Management
    • At least 4 years in a management/leadership position
    • Established relationship management skills, with a strong focus on developing and sustaining effective relationships with key stakeholders.
    • Prior experience in the agile delivery method

    OR

    • Matric + additional relevant programs/certificates or courses is essential
    • 10 years relevant working experience in Process design/Service Design or Business Analysis or Programme Management
    • At least 2 years in a management/leadership position
    • Established relationship management skills, with a strong focus on developing and sustaining effective relationships with key stakeholders.
    • Prior experience in the agile delivery method
       

    Method of Application

    Interested and qualified? Go to Vodacom on careers.vodafone.com to apply

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