Operational Excellence Lead
Posted 17 days ago
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Job Description
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."
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