Operational Excellence Lead

Job Title: Continuous Improvement Specialist

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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