Role Purpose/Business Unit:
- The Senior Specialist: Continuous Improvement is accountable for leading and managing a team of CI Specialists to deliver measurable business benefits through process optimisation, standardisation, simplification, root cause problem solving and the disciplined delivery of Continuous Improvement initiatives aligned to business priorities.
Your responsibilities will include:
People Management and Capability Building
- Set clear goals linked to CI KPIs and hold team members accountable through regular 1:1s, delivery reviews and performance feedback.
- Assign work based on team skills, capacity and business priorities to ensure quality and reliable delivery.
- Coach CI Specialists in CI methodologies, tools and best practice ways of working through feedback, mentoring and peer reviews.
- Review key deliverables at each stage and step in early to address risks, quality concerns or underperformance.
- Build and track CI capability across the team and support training plans that strengthen delivery quality and practical application.
- Lead by example, setting high standards and building trust through professional, consistent delivery.
Continuous Improvement and Process Optimisation
- Analyse operational performance data and identify inefficiencies, control gaps, process pain points and improvement opportunities.
- Formulate clear problem statements for CI initiatives and conduct detailed analysis to determine root causes of business problems.
- Facilitate Continuous Improvement workshops with cross-functional teams using CI frameworks, tools and structured problem-solving techniques.
- Lead end-to-end business process analysis, process mapping and process redesign to improve efficiency, quality, control effectiveness and turnaround times.
- Define process measures and KPIs and ensure findings, recommendations and opportunities are clearly documented.
- Conduct post-implementation reviews to assess whether agreed improvements and benefits have been delivered and sustained.
Initiative Delivery and Pipeline Management
- Manage a pipeline of CI initiatives and ensure standardised delivery across the team.
- Support structured demand intake, prioritisation and allocation of work in line with agreed business priorities and CI office requirements.
- Ensure efficient end-to-end implementation of approved initiatives within agreed scope, timelines and quality standards.
- Compile or review business cases, implementation plans, action trackers, and benefit realisation measures for CI initiatives.
- Monitor initiative progress, risks, issues and dependencies, and escalate where intervention is required.
- Collaborate with relevant internal and external stakeholders to develop and implement practical, sustainable solutions.
Stakeholder Management, Governance and Reporting
- Build effective professional relationships across the business and establish the team’s credibility through reliable delivery and strong stakeholder engagement.
- Keep stakeholders updated through structured progress meetings, KPI reporting and clear communication of risks, decisions and delivery status.
- Ensure sound inter-group relationships through timeous response to requests, information and business requirements.
- Support the standardisation of CI templates, governance requirements, methodologies and reporting practices.
- Maintain accurate initiative records, process documentation, action logs and status reporting.
- Act as the first point of support for delivery-related issues and stakeholder alignment within assigned initiatives.
CI Framework, Training and Change Support
- Provide expertise and coaching in the CI framework, tools and methodologies to ensure correct and efficient application.
- Develop and deliver CI training to relevant business and leadership stakeholders where required.
- Actively research best practices and new methodologies and contribute to the CI knowledge repository.
- Support the ongoing relevance and practical application of the CI framework within the business.
- Assess participant readiness and support appropriate change interventions ahead of workshops and implementation.
- Ensure support functions and impacted teams are aware of and prepared for process changes resulting from approved initiatives.
The ideal candidate for this role will have:
- Matric is essential
- 3-4 years relevant Degree/Diploma essential
- Post graduate qualification in related field – (Preferred)
- Customer Experience and Continuous Improvement related qualification (Essential) (for example Lean Six Sigma Greenbelt)
- A minimum of 5 years experience in Customer Experience and Continuous Improvement management is essential
- A minimum of 5 years Leadership/People Management experience is an advantage
OR
- Matric is essential
- A relevant Diploma/Certificate is essential
- Customer Experience and Continuous Improvement related qualification – (preferred in Lean Six Sigma Greenbelt) is an advantage.
- A minimum of 8 years’ experience in Customer Experience and Continuous Improvement management is essential
- A minimum of 5 years’ Leadership/ people Management experience is an advantage
- A minimum of 8 years relevant experience in the telecommunications industry is essential
Core competencies, knowledge, and experience:
- Persuading and Influencing
- Delivering results and meeting customer expectations
- Leaderships Skills
- Presenting and Communicating
- Deciding and Initiating action
- Stakeholder Management
- Report Writing
- Change Management
- Goal and customer focussed with track record in executing
- Ability to align teams across business without necessarily having direct management control
- Capable of working in a complex organisation and able to build strong relationships and credibility with multiple levels internally and externally
- Experience in implementing customer driven initiatives and improvements in a large organisation
- Ability to manage multiple projects to timelines
We make an impact by offering:
- Enticing incentive programs and competitive benefit packages
- Retirement funds, risk benefits, and medical aid benefits
- Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies
Closing date for Applications: 19 March 2026
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