Head of Continuous Improvement at Capita

Job Description:

Head of Continuous Improvement

Improvement culture across the entire organisation. Working with colleagues in the UK and South Africa, this role will be key to embedding the Lean processes that have already been developed and creating a Lean culture in all colleagues.

Reporting to the Improvement Director, the post holder will be responsible for successful delivery of all Lean Six Sigma projects that they have been assigned within the allocated budget, resource and time constraints, i.e.: -

• Responsible for the day-to-day management of a Continuous Improvement Team of Lean practitioners.
• Leading and managing the Continuous Improvement Team including all necessary appraisals, performance reviews, support and coaching.
• Project management of Lean projects utilising the DMAIC system to ensure effective outcomes and appropriate governance. 
• Team support and facilitation, conflict management, recognition, coaching and mentoring.
• Gaining appropriate project commitment through Stakeholder analysis, Communications plans, influencing strategy, Visioning, SWOT etc.
• Project definition through all project charter elements; Business Case, Scope, Problem and Goal Statements from baseline.
• Idea Generation, sorting and prioritisation to ensure the best use of resources to deliver projects.
• Identification and segmentation of customer demand, gathering Voice of the Customer, developing CTQs, identifying their Moments of Truth and benchmarking.
• Ensuring that all projects are correctly recording the current process through appropriate techniques including SIPOC, process mapping, functional deployment / swim lane maps.
• Developing techniques to assure effective workplace and process management including standard operating procedures or documentation including operational measurements and response plan.
• Defining and implementing appropriate methods to assure process robustness and success including FMEA and pilot tests.
• Identifying obstacles to process flow and techniques to improve it such as Value added / Non-VA analysis, 8 wastes, Process measurements including cycle time, touch time and take time.
• Embedding techniques to assure effective workplace and process management including 5S, visual management, etc.
• Implementing methods to assure process robustness and success including future state mapping

Minimum qualification

• Matric (Completed)
• Master or Black Belt Accreditation

Minimum experience

• Master Black Belt with 7 years leadership experience and 5 years’ service industry or BPO experience

OR

• Black Belt with 10 years leadership experience and 7 years’ service industry or BPO experience

With the following: -

• Skilled at using the DMAIC process and the associated tools and techniques.
• Excellent communications and stakeholder management skills.
• Demonstrable experience in leading projects and large-scale change, preferably within a contact centre environment.
• Experience of successfully leading teams to deliver challenging projects to deadlines.
• Experience of leading, managing and developing teams and team members.
• Experienced user of process modelling tools (e.g., Microsoft Visio).
• Good skills with Microsoft Office tools Excel, Word and PowerPoint

Skills and Abilities (what must I be able to do / display):

• Strong communication skills
• Strong prioritisation skills
• Leadership