Responsibilities:
Facilitate a continuous business improvement process by reviewing the external and internal operating environment to identify change and opportunities.
- Promote and embed business excellence principles, tools and techniques throughout the
- Review the effectiveness and efficiency of operations, and enhance operational performance by assessing key issues and developing realistic and achievable options for implementation.
- Investigate and implement system and process improvement options to streamline processes to maximize compliance, governance, effectiveness and efficiencies.
- Engage with customers and other key stakeholders about change initiatives and plan and monitor the implementation of change initiatives led by the relevant Manager.
- Collate and report all business costs, benefits, issues, risks, dependencies and any changes in scope on all projects.
- Facilitate workshops with the Executive and members of the Leadership Team to identify and deliver service improvements and opportunities for savings and efficiencies.
- Work closely with Managers and Support teams to develop and review performance measures for the department and produce regular management information reports.
- Ensure efficient project management processes and administration services are in place and maintained.
- Provide high level analysis to ensure appropriate measures are in place covering all significant aspects of emerging issues or trends, particularly those relating to effectiveness and efficiency.
- Assist business units in describing and documenting delivery of the company’s products and Services.
- Ensure confidentiality, maturity and flexibility is maintained at all times.
Job profile Business Improvement Specialist
Responsibility
Results-oriented
- Comes to clear agreements with others on the work; Paints a clear picture during a discussion, making efficient use of the time available;
Customer-oriented
- Is able to succinctly and clearly explain matters to the client/user; focus on the company’s customers by understanding their needs and delivering quality service in a responsive manner.
Quality
Double checks all work done before submitting it; Exceeds what is expected in improving quality; Monitors progress on the basis of quality criteria; Makes an extra effort to provide a higher quality.
Leadership
- Set example for management team on work ethic and living the company values.
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
- Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
Performance Management
- Coaching of staff & Ensures employees have appropriate training and other resources to perform their jobs.
- Addresses disciplinary and/or performance problems according to company policy.
- Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required
Skills and Knowledge
- Tertiary Qualification in Business Management/Commerce or related fields
- Prior working experience in Customer Experience
- Working experience with computer (MS Office) and internet (Internet Explorer/ Firefox);
- Successful track record as a Business Improvement Specialist (minimum 3 years)
- Experience with customer contacts (preferably by telephone) – BPO UK /US/Australasia;
- Sense of responsibility;
- Independent and customer friendly;
- Advanced English Language skills
- Proven ability to support Contact centre operations in Business Improvement
- Involved in Ramp of Projects advantageous
- Excellent email writing skills, specific to customer facing interactions
- Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
- Demonstrated understanding and experience in developing and implementing business and process improvement methodologies;
- Significant experience in research, investigation, performance analysis and reporting of issues and solutions to improve business performance;
- Demonstrated ability to reason conceptually, negotiate effectively and to solve complex problems, high priority issues and business processes;
- Demonstrated group facilitation skills and the ability to influence and motivate teams and individuals;
- Comprehensive understanding of organisational change and the environment in which a large organisation operates, including legislative obligations, current corporate policies and practices.
Competences
- Results: Works focused on the timely achievement of agreed results
- Power of analysis: Consults one or multiple sources to gather the necessary information; Asks targeted questions to their discussion partners to obtain a clear view of the situation or problem; Asks questions when the information provided is not complete; Organizes the information gathered so as to gain a better overview of the problem.
- Communication: Succinctly informs others of the core issue at hand; Uses language on a level that connects to the target group; Employs clear examples to clarify a message; Lists the key issues of a message in clear words.
- Allows the customer to talk, asks the customer questions, summarizes what and builds on what the customer says.
- Work attitude: Achieves the required quality objectives of the business unit; Is able to employ contact center-specific procedures (e.g., procedures involving the Personal Data Protection Act, etc.); Constantly strives to deliver high-quality work.
- Organizational Skills: Ability to streamline work output in a high-pressure environment i.e. Ramp periods
Core values
- Reliable: Sticks to Company name’s processes and procedures; Guarantee confidentiality; Shows respectful behavior and personal integrity at all times; Confess when makes errors.
- Empathic: Encourages interlocutor to give story or position; Is open to other people’s opinion, even if that is different from own opinion or that of others; Reacts during a conversation on the message, the tone and the attitude of his/her conversation partner; Gives notice that listen by giving summaries, asks questions, etc.
- Responsible: Feels responsible for colleagues and for the staff/company property that Company name hand over to use; Takes responsibility for own successes and failures; Feels responsible for the client (s); Feels responsible to achieve own goals, those of the team and Company name; Takes initiative in the field of own development; Set the team interest above own interests; Speaks to others when not acted in accordance with the rules in force within Company name.
- Communication & Collaboration: foster a culture where all levels of staff within the business communicate freely and collaborate to best service the client customer and benefit the company overall, utilizes strengths of team in co-operative team working
Position description
- Project Specifics -Business Improvement Specialist English
- Job requirements
Technical Skills:
Performance Management Systems Experience- QMS- COPC knowledge advantageous- Lean Six Sigma- PMP/Prince advantageous
Soft Skills
- Strong Customer Service focus
- Advanced English language skills
- Excellent telephone etiquette
- Reading, understanding in English – advanced level
- Prioritizing client needs while balancing business needs
- Supporting Operations team
- Supporting all Support services
Product Knowledge
Business Process Flows- Performance management systems and processes
Policies and Procedures
- Change Management policies and procedures
Microsoft Office Tools- Continuous Improvement Tools- Performance Management Tools
KPI’s: Table F + Balance Scorecard Targets
Other features of the Job: Location, opening hours, shift hours:
- Shift work – Call Centre currently operates between 24/7
- Monday till Sunday – Overtime when required
- CAT hours of operation
Overtime when required
- Training: There will be an orientation to the company and the incumbent will be expected to support the team from month one.
Desired Skills:
- Customer service
- OMS
- COPC
- Lean Six Sigma
- PMP
Desired Work Experience:
- 5 to 10 years
Desired Qualification Level:
- Degree