127 Contract Excellence jobs in South Africa

The role is to drive continuous improvement within the operations to enhance efficiencies, quality, and cost reduction. It is a key part of achieving operational excellence, aiming to make an organization's processes more efficient. The individual will work collaboratively with all key stakeholders to deliver against project deadlines.

Job Responsibilities:

• Implement operational methodologies in line with business strategic objectives and standard operating models.
• Deliver effective implementation approaches to land and embed required continuous improvement change initiatives.
• End-to-end ownership of the delivery and embedding of methodology within the operation as set out by the leadership team.
• Identify best practice initiatives to create and deliver a full rollout plan to drive consistency across client portfolios.
• Review processes and practices to identify continuous improvement opportunities.
• Create and own governance models and frameworks to support the embedding of key methodologies.
• Manage and operate within individual commercial agreements for each client/campaign.
• Manage relationships with stakeholders to ensure consistency and optimize business commercial targets.
• Design, own, and deliver continuous improvement methodologies content and processes.
• Produce status reports for key projects and benefits delivered.
• Work with client personnel to ensure alignment of content and key messages.
• Regularly interact/communicate with senior stakeholders, directors, project sponsors, global team members, and client personnel.

Job Requirements:

• Matric
• Relevant tertiary qualification (advantageous)
• BPO industry experience is essential

Skills Required:

• Minimum 2 years’ experience in a project implementation/delivery role within a contact center operation or operational leadership experience.
• Demonstrable experience in senior stakeholder management.
• Experience in delivering tasks with multiple deadlines.
• Experience delivering initiatives/projects within a call center environment.
• Ability to deliver agreed programs of work and embed core principles within agreed timeframes.
• People management skills in managing a team and stakeholders at all levels.
• Strong team player with the ability to motivate and inspire others.
• Ability to deliver high quality under time pressure.
• Great organization and attention to detail.
• Experience in a project manager/delivery role with supporting qualifications (Prince2, Six Sigma, or Agile) preferred.

Core Behaviour: Huntswood’s employees are described as dependable, driven, and collaborative. The job holder should demonstrate they are:

• Confidential, reliable, and genuine.
• Dynamic, passionate, and determined.
• Friendly, compassionate, and cooperative.

"It's not just about what we do, but the way we do it. And it's our values that make us special."

Customer Excellence Manager

Deliver world-class customer service for a growing international business UK hours, fully remote!

Customer Service | Remote (South Africa-based) | R28,000R38,000

About Our Client
Our client is a thriving, fast-growing business with a reputation for delivering outstanding customer experiences. They operate with a customer-first mindset and are expanding their South Africa-based remote team to keep pace with rapid growth. Their culture is built around integrity, collaboration, and continuous improvement with a firm focus on creating long-term value for clients.

The Role: Customer Excellence Manager
As a Customer Excellence Manager, youll be the first point of contact for key clients managing queries, processing orders, and ensuring every interaction is professional, efficient, and positive. Your role is critical to building trust, supporting sales activities, and ensuring a seamless customer journey that reinforces loyalty and satisfaction.

Key Responsibilities

• Build and maintain trusted customer relationships through proactive, solution-focused service

• Handle all incoming calls, enquiries, and orders with professionalism and speed

• Process quotes and customer orders accurately and efficiently

• Provide day-to-day administrative support to the sales team

• Collaborate with Finance to resolve account queries within a 48-hour SLA

• Keep Key Account Managers and clients informed on order and delivery status

• Ensure CRM and internal systems are up-to-date with correct customer information

• Promote the use of online ordering platforms to streamline processes

• Resolve customer issues quickly, liaising with internal departments as needed

About You

• 2+ years of experience in a customer-focused role

• Strong written and verbal communication skills

• CRM system proficiency and confident using Microsoft Office

• Exceptionally organised with a sharp eye for detail

• Able to prioritise and manage a busy workload

• Team-oriented and service-driven, with a positive, proactive approach

• No specific formal qualifications required your experience and attitude are what matter most

Ready to be the difference in a company where customer care truly counts? Apply now to join a values-driven, people-first team.

This position exists to support the Business Improvement Initiatives through driving operational efficiencies by executing tactical and strategic projects. It will ensure that Mission Directed Work Teams and other systems are implemented to enable productivity, high quality of work, safe behavior and problem solving at the lowest level. The role will assist in cascading the organizational strategy and goals to the lowest level while gathering operational requirements for digital transformation working hand in glove with the Data Analytics & Technology team. 

 Strategic Management

• Understands the complete Fraser Alexander’s strategic goals to be achieved by 2024.
li>Assist the OE Principal to evaluate and report on the performance against established objectives, budgets, and strategic plans.
• Generating facts and do gap analysis for each division to derive the Special strategic projects.
• Collaborating with Ops Managers and their direct reports (down to operator level) to identify opportunities for improvement and growth.

 Operational Performance

• Analyse operational activities, continuously scouting for improvement opportunities.
• Implement a Continuous Improvement (BI) platform, including MWDT, for all employees.
• Setting up of Governance structures for Business Improvement, inclusive of the Standard Operating Model principles.
• Completing Initial Value propositions (IVPs) for shared ideas/opportunities/projects.
• Setting up of Project teams together with the relevant GM’s.
li>Implementing plans and calculate the monthly tracking of Value- at –Stake (VAS). li>Reporting and tracking at project meetings will be on a daily/weekly basis, as required.

 Digitisation

• Requirements elicitation for manual workstreams to be digitized and automated
• User journey maps using Business Process Mapping tools for digital solutions
• Training and Change Management during digitized work implementation
• Develop and facilitate UAT for digital solutions at operations

 Innovation Management

• Develop and maintain systems to track innovations across the business and across all layers 
• Maintain constant surveillance of trends in the target markets; technological innovations; changes in customer requirements, which could impact on the company and its services and provide for quick responses to changes
• Contribute to the implementation of innovative strategies for the company so as to influence the overall growth, profitability and development of the business.

 Internal Customer Relations

• To share key insights, trends, best practices and benchmarking in Business Improvement with peers in other parts of the business.
• Facilitate with GMs and HODs to ensure that there is common alignment of the Standard Operating Model, Business Improvement projects, or SPO’s and any other improvement projects undertaken.
li>To continuously facilitate the processes between key enablers, e.g. Supply Chain, Engineering, Human Resources and Finance, ensuring that they are aligned to the requirements of the Business in terms of Standard Operating Model, the Business Execution Plans and any other initiatives or improvements

 MDWT implementation at operations

• Conduct bottom-up operational excellence implementation
• Ensuring that daily work is aligned with company strategy
• Improving shift efficiency together with HR performance
• Train shift workers on problem solving skills & strategies

 Reporting

• Setting up KPI tracking dashboards for MDWT
• Tracking of Innovation progress and benefits
• Develop production tracking reports as well as tracking effective execution matrices.
• Assist GMs and Ops Managers with SLAs and to manage service levels with the company’s clients

Qualifications

• Bachelor or BSc in Engineering – Metallurgy, Industrial, Civil or Chemical Engineering
li>Postgraduate qualification in Business studies, finance or supply chain (desirable)
• Advanced Excel, Power BI & DAX
• Lean Six Sigma certification

 Experience

• 5- 6 years’ experience in mining, metals, manufacturing and technology industries
li>3 -4 years’ Experience in Business Improvement, Process Engineering or Production environment. Experience in Tailings and Mineral Processing environment an advantage. li>Experience in developing and implementing integrated operational planning
• Developing Training material (SOP) and training shift personnel (incl. RCA)
• Experience in Value chain Management (incl. SLA)
• Knowledge or experience of MDWT implementation
• Proven track record of implementing business improvement initiatives
• Experience in managing cost reduction projects

 Other specific knowledge & skills required (only if applicable)

• Good communication, negotiation, conflict handling and interpersonal skills
• Good quality control skills
• Computer skills (MS Office)
• Advantageous skills in SQL, VBA Python, DAX and Power BI
• Strong problem solving and analytical skills
• Project Management skills
• Excellent networking skills
• Knowledge of the Mining Industry and relevant legislation including the Mine Health and Safety Act
• Abreast of best practices and new technologies
• Knowledge of Business Process Re-engineering and change management methodologies
• Good knowledge of Business Improvement process, methodologies, and the Operating Model Principles

 Closing date: 09 July 2025

Our Client is a global analytics and digital solutions company that partners with clients to improve business outcomes and unlock growth. Bringing together domain expertise with robust data, powerful analytics, cloud and AI to create agile, scalable solutions and execute complex operations for the worlds leading corporations. Founded on the core values of innovation, collaboration, excellence, integrity and respect creating value from data to ensure faster decision-making and transforming operating models. Key industries including Insurance, Healthcare, Banking and Financial Services, Media, and Retail among others.

Main duties, but not limited to:

• Develop process improvement and transformation strategy aligned to key clients strategic priorities
• Support in strategic priorities for driving value capture for the company
• Build a strong QE team to strategize and execute process improvements
• Build employee engagement / development programs in line with functional and business vertical plans
• Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program
• Build best practice compendium on key business situations / problems
• Develop QE capabilities for business development and support in solutioning for key prospects
• Build diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter experts
• Build strong people engagement retention initiatives
• Develop strong project lean six sigma mentors (including select talent within operations)
• Develop cost and compliance effective quality model to meet client onshore / offshore requirements
• Ensure execution of QA model to meet internal and external QA requirements (including compliance to third party certifications)
• Ensure Staff engagement / development programs in line with functional requirements (e.g., QC induction, certification, etc)
• Sustain and innovate a culture of independence of Quality Performance reporting across client/ business processes ensuring a true reflection of Client/ end customer experiences/ challenges
• Pivot to a Digital/ Smart QA model with a lean human intervention
• Expand QE effectiveness in the evolving Platform-Services business model
• Manage external auditors relationship and on-going annual and interim audits
• Engage and co-ordinate with internal and external stakeholders pre, during and post audit periods
• Optimize cost models for external certifications

Requirements:

• Excellent working knowledge of MS Office: MS Excel, Power Point, Word Doc, Outlook
• Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
• Proficient with Minitab software
• Proficient with MS-VISIO for flowcharting/process mapping software
• Domain Knowledge across Insurance/ Healthcare/ Platforms-Services/ Utilities preferred
• Knowledge of quality systems (ISO, COPC)
• Working knowledge of Transaction Monitoring (QA and QC)
• Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
• Knowledge of quality assurance, process improvements, domain, etc
• Consulting mindset
• Strategic focus and strong business acumen
• Demonstrates a global mindset
• Demonstrates an intellectually agile and analytical approach and thought process
• Is a brand ambassador
• Conformance to policies / compliances with auditing skills and eye for details
• Ability to coach and give feedback on an ongoing basis
• Interviewing skills
• Strong written and verbal communication Skills
• Project management skills and ability to lead in a continually challenging environment

Our team in Pomona currently has an opening for a Commercial Excellence Manager .

In the assigned territorial organization unit, responsible for providing strategic and commercial leadership for sustainable and profitable growth.

• Self-led as well as coached projects in the region are closed in defined quality, time, and resources;
• Trainings in regional scope are delivered with a score of minimum 80% satisfaction;
• Maturity levels and potentials are known in focused areas of Excellence roll-out;
• Evidence shows that continuous improvement as an integral part of Excellence is working within the region;
• Determine resources in regions for Excellence projects in collaboration with line managers;
• Participate in the decision-making of project prioritization;
• Build and develop a team according to Excellence and own requirements.

• A minimum of a bachelor’s degree in business administration, marketing, business management, communications, or a related field is beneficial but not required;
• Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning;
• 5 years of experience in customer service, customer experience management, or a related field;
• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software;
• Familiarity with project management principles and practices.

OUR OFFER

Start your career with purpose, learning and excellence.

We are looking for service-oriented, curious graduates who are eager to learn and are ready to develop a meaningful career in the financial services industry. If you are currently completing or have recently completed a degree in accounting, finance, business science, economics, law, investment management or other commerce related fields, we invite you to become a part of a company that is invested in supporting the professional development of young talent.

What makes us different?

• A nurturing culture
• Mentorship and ongoing support
• Fully funded training and studies
• A team that values your potential

Our Client Excellence Graduate Programme is designed to prepare you for long-term success. During the 23 months contract, you will be placed in either our Client Services or Validations team where your professional growth will be nourished and supported by experienced professionals.

Learn more about how each team adds value to Coronation below.

Wij zoeken een gedreven collega om ons team te versterken.

Werkzaamheden:

Als Operational Excellence/Process engineer, ben je verantwoordelijk voor beheer van projecten in kader van Kaizen/Lean, implementatie van process monitoring systemen en het beheer van de master data

· Je initieert, organiseert en beheert master data (part creation, bill of materials en routing)

· Je brengt processen en optimalisaties in kaart en voert tijdsstudies uit om mogelijkheden tot verbetering te analyseren. Je definieert en ondersteunt process monitoring systemen.

· Je modereert workshops om potentiële verbeteringen te identificeren, als onderdeel van de transformatie-initiatieven.

· Je initieert en leidt verbeterprojecten rond o.a. productiviteit, energieverbetering, planning en onderhoud.

· Je beheert optimalisatie- en implementatieprojecten van a tot z. Je superviseert en coördineert de betrokken projectteamleden en integreert hun technisch advies. Je controleert de resultaten, borgt deze en treft, indien nodig verdere maatregelen.

· Je ondersteunt productie door het maken van werkinstructies, documenteren van machineparameters,…

· Je implementeert best practices op de werkvloer en zorgt voor het juiste draagvlak

· Je stimuleert de cultuur van continue verbetering door middel van implementatie van six-sigma/lean methodologieën

· Je modereert en realiseert kennisoverdracht door middel van training op de vloer en organisatie van workshops

Je bent houder van een Bachelor of Master diploma in electro-mechanica en hebt 3 tot 5 jaar ervaring in een engineering functie.

Je beschikt over een matuur veiligheidsbewustzijn;

Je hebt goede inzichten in Lean/Six Sigma en hebt ervaring in het leiden van projecten.

Je bent in staat om vlot een analyse te maken en van daaruit gepaste oplossingen te voorzien.

Je bent zelfstandig, een plantrekker en je bent pragmatisch ingesteld.

Je bent accuraat en hebt de nodige kennis van master data en process monitoring systemen. Kennis van Odoo is een pluspunt.

Je bent een teamplayer die goed kan overleggen en samenwerken met collega’s en stakeholders en kan collega’s stimuleren om de deadlines in je projecten te respecteren en afspraken na te komen.

Je kan je vlot uitdrukken (mondeling en schriftelijk) in het Nederlands en het Engels

Om in aanmerking te komen voor deze job is het van cruciaal belang dat je kennis hebt van de volgende talen

Nederlands; Vlaams

Schrijven C2 Beheersing

Spreken C2 Beheersing

Lezen C1 Effectieve operationele vaardigheid

Schrijven C1 Effectieve operationele vaardigheid

Spreken C1 Effectieve operationele vaardigheid

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