Process Improvement Lead

Key Responsibilities

• Functional - Identify, plan and implement key projects to improve quality, reduce cost, increase productivity, improve service levels and improve cycle time by reducing wasted time,
  scrap, rework, etc. resulting in significant business improvement and customer satisfaction.
• Responsible for targeting completion of process improvement projects within a specified time frame while achieving a cost reduction goal.
• Achieve buy-in from all decision makers for the successful application of performance excellence / improvement. Create team processes for optimising results.
• Actively lead projects and provide individual contributions after key projects have been identified.
• Liaison with finance and other members of the organization in assessing, tracking and reporting the financial benefit of a Performance Excellence project.
• Provide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives.
• Preparation of monthly project scorecard reports.
• Attending conference calls with stakeholders from other regions as required engaging in global initiatives.
• Coordinate communication activities and market the process and results by publicising goals, plans, progress and results. performance feedback to associates as
  outlined in business unit's policies and procedures.
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal
  training.
• Participates in meetings and presentations or other designated special projects as assigned by department management.
• Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
• Develops job aides and other tools to assist representatives in improving overall quality of interactions.
• Other duties as assigned by Management.
• Customers - Meet the customer metrics (CSAT) target for business
• Financial - Cost reduction / Cost savings for the team
• People - Culture fit – aligned to our Grab 7 principles.

Qualifications

• Ability to proficiently use all MS Office products
• Excellent written and verbal communication skills
• Self motivation, as well as the ability to work in a team environment
• Proven process improvement, business engineering qualifications ie Six Sigma
• Proven experience in process improvement, leading projects with a record of successful implementation
• Proven leadership skills and business acumen - performance driven.
• Broad strategic thinker, with clear vision and direction of world class change management.
• Excellent presentation skills with solid communication capabilities and practices, both oral and written.
• Good project management skills.
• Works well in team environment, with sound negotiation and problem solving skills.
• Strong interpersonal capabilities and ability to work cross-functionally with other leaders on sensitive and/or emotional issues.

• Possibility to work on weekends (flexible schedule)

• Be detail and quality oriented as well as have strong analytical and problem solving skills.

• Possess excellent verbal and written communication skills.

• Be able to think outside the box and make balanced and unbiased decisions based on all available information.

• Make balanced and unbiased decisions.

• Demonstrate a strong customer service orientation as well as conflict management skills and the ability to deliver difficult messages in the
  best way possible.

• Ability to demonstrate composure and a high degree of professionalism when in high pressure situations.

• Confident and mature with passion for Process Improvement