Senior Manager Continuous Improvement SSA at DHL

Key Responsibilities

• Drives the First Choice training program for the region and mentors others on using First Choice tools for experts (i.e. DMAIC)
• Promote and champion the regular use of First Choice tools/methodology (PD, Gemba, 5S, ImpAct, DMAIC) throughout the SSA region
• Encourage theuse of feedback from VOICE within all countries in SSA including callback effectiveness, customer feedback collection and analysis, and identification of areas of improvement.
• Develop and lead tools / campaigns that facilitate the drive of acting on customer feedback at a regional and country level. These campaigns should also be directed at keeping all frontline employees engaged in the See It – Sort It – Fix It improvement cycle
• Ensure that the countries have a good mix of champions / advisors and senior advisors (as appropriate)
• Steer FC communication across the organization to drive awareness and best practice sharing
• Drive the development of in-country FC leads through influence, developmental feedback, and training
• Develop quality procedures, strategies, standards, and specifications that target the improvement of customer interactions and overall business results
• Develop and direct country‘s compliance effort to regional quality governance model including but not limited to FC in-country set-up, country reviews, progress, and impact monitoring
• Mentors others on measuring and assessing the effectiveness of project management methodology and deliverables

Minimum Requirements

Education / Experience

• Bachelor’s Degree in Business Administration or related field of study
• Degree in Industrial Engineering
• Minimum 10 years of experience leading a quality assurance, customer experience or change management function. Preferred minimum of 10 years experience leading First Choice in country
• DPDHL Senior Advisor Gold certification or Lean Six Sigma Master Black Belt certification