Job Vacancies Capita

Job Description:

Continuous Improvement Lead (Greenbelt)

This role will be responsible for the leadership and management of Continuous Improvement Culture and Lean Six sigma projects within a client business. Incumbent would also lead a team of Lean Practitioners / Green Belts.

Improvement culture across the entire organization. Working with colleagues in the Global Delivery across various locations, this role will be key to embedding the Lean Six sigma processes in business operations across various client areas.

Key Responsibilities:

• Reporting to the Black Belt / Lead Black belt, 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.
• Identify improvement opportunities in client facing business / support processes through various methods eg. customer demand, gathering Voice of the Customer, developing CTQs, identifying their Moments of Truth, journey mapping and benchmarking.
• Plan and deliver CI Projects to meet the client objectives / KPIs and efficiency targets as per business / client needs
• 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 LSS 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.
• 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.

CAPITA VALUES

• Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Minimum Experience:

• 4 years+ experience in the Continuous Improvement environment gained within the Services Sector or BPO or Contact Centre
• Accredited Lean Six Sigma Green Belt with 2 years of  successful track record  of CI delivery (Attach your accreditation to your application)
• Experience of successfully guiding & leading teams to deliver on challenging projects.
• Experience of leading and developing team members.

Key Competencies

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

• Strong communication skills
• Ability to manage different sites simultaneously.
• Demonstrates passion and commitment for excellence, the customer, and business
• Plays a leading role in driving sustainable transformational initiatives at a strategic level
• Builds strong networks and strategic relationships with internal and external stakeholders
• Are consistent in their decision making and owns the consequences thereof due to strong business understanding and commercial knowledge
• Excellent data analytical and presentation skills
• Confidentiality
• Financial Integrity

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Job Description:

• To achieve customer and client KPI targets in relation to all contacts   received via multiple channels working within the requirements of data protection legislation 
• To deliver an excellent customer experience by providing a customer-focused, right first-time service, managing any customer complaints to a satisfactory conclusion..
• To respond to all contacts from both internal & external customers made via all the available channel
• To accurately capture data and enter it on to the relevant systems
• More experienced Advisors will support the Team Leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics within the business area

Requirment:

• 18 months international call centre /36 months local call centre experience

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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