Continuous Improvement - Black Belt
Job ID: 10102224
Cape Town
Permanent
Hybrid
This Black Belt role will be responsible to lead and drive continuous improvement function across a specific campaign. The role would require understanding and analysing customer journeys to identify quality improvement opportunities following Lean Six sigma & other innovation methods.
Job Description
This Black Belt role will be responsible to lead and drive continuous improvement function across a specific campaign. The role would require understanding and analysing customer journeys to identify quality improvement opportunities following Lean Six sigma & other innovation methods.
This would also involve building and driving CI culture within Operation quality delivery by delivering ideation and other improvement initiatives.
Working with colleagues across, India, UK and South Africa, this role will be key to embedding the Lean Six Sigma processes that have already been developed and creating a Lean culture in all colleagues
Professional know how:
Academic:
- Grade 12 / Matric
- Black Belt Certified
Experience:
- 2-3 years Operations/Quality Improvement experience within BPO / Service organizations (essential)
- Experience in Lean Six sigma and Business Transformation Projects
- Knowledge of lean concepts and process
- Strong communication and presentation skills
- Strong ability to influence
- Ability to think and drive strategic initiatives across a large span of operations
Key responsibilties:
- Deploy quality plan to provide overall quality leadership to CapitaSA
- Guide, direct, maintain and monitor all activities associated with the successful application Business Excellence
- Manage the Quality and Lean Six Sigma strategy to facilitate continuous production of products consistent with established industry standards and customer requirements.
- Implement systems and processes that deliver improvement toward 100% conformance to customer requirements.
- Drive rigorous metrics related to the Balance Score Card to evaluate performance/quality and drive reduction in variability/defects in critical business processes.
- Build relationships to support identification, review, prioritization, and execution of key improvements opportunities/projects to drive results
- Provide leadership to the business and client
- Support continuous improvement efforts to meet and exceed customer requirements in a fast-paced environment.
- Ability to motivate and constructively deal with employees and clients at all levels
About us:
Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.
We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.
Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.
Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.
What’s in it for you?
- Competitive Basic salary
- Medical Aid
- Provident fund, Group life, funeral and disability benefit
- Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
- Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
- Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
- Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
- International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
- Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.
What we hope you’ll do next
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.
What will happen next?
- Your application will be reviewed.
- If your application is successful, you will be invited to an interview with a member of the recruitment team.
About us
Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.