Senior Manager Continuous Improvement SSA

DHL Group; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

An international logistics firm in Johannesburg is seeking a Senior Manager to lead the First Choice program in Sub-Saharan Africa. The ideal candidate will have over 10 years of experience in quality assurance and hold relevant certifications. Responsibilities include driving training programs and promoting customer-centric practices. Excellent leadership and analytical skills are essential for this role.

Qualifications

• Minimum 10 years of experience in quality assurance or change management.
• Leadership experience in First Choice preferred.
• DPDHL Senior Advisor Gold certification or Lean Six Sigma Master Black Belt certification is preferred.

Responsibilities

• Drive the First Choice training program.
• Encourage feedback use from VOICE for improvement.
• Develop tools to act on customer feedback.
• Steer FC communication to drive awareness.
• Mentor others on project management effectiveness.

Skills

Leadership

Collaboration

Analytical skills

Negotiation

Presentation

Influence

Fluency in English

Knowledge of Six Sigma

Education

Bachelor's Degree in Business Administration

Degree in Industrial Engineering

Job description

Overview

ITS NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

ITS AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the worlds most international company Is it because we operate in more countries than any other logistics provider Is it because we invented cross border shipping over 45 years ago Or is it perhaps because what we do connects people across the world. And the more we can connect people the better life on earth becomes.

We love our role in the world. And were looking for the right people to help us maintain and grow it. People like you.

Role Context

The Head of First Choice in Sub-Saharan Africa is responsible for driving continuous improvement and customer centricity culture for DHL Express through the effective management and strengthening of the program.

Key Responsibilities

• Drives the First Choice training program for the region and mentors others on using First Choice tools for experts (i.e. DMAIC)
• Promote and champion the regular use of First Choice tools / methodology (PD Gemba 5S ImpAct DMAIC) throughout the SSA region
• Encourage theuse of feedback from VOICE within all countries in SSA including callback effectiveness customer feedback collection and analysis and identification of areas of improvement.
• Develop and lead tools / campaigns that facilitate the drive of acting on customer feedback at a regional and country level. These campaigns should also be directed at keeping all frontline employees engaged in the See It Sort It Fix It improvement cycle
• Ensure that the countries have a good mix of champions / advisors and senior advisors (as appropriate)
• Steer FC communication across the organization to drive awareness and best practice sharing
• Drive the development of in-country FC leads through influence developmental feedback and training
• Develop quality procedures strategies standards and specifications that target the improvement of customer interactions and overall business results
• Develop and direct countrys compliance effort to regional quality governance model including but not limited to FC in-country set-up country reviews progress and impact monitoring
• Mentors others on measuring and assessing the effectiveness of project management methodology and deliverables

Role Scope

• Number of countries : 52 countries and territories
• # of Direct Reports : 1
• # of Indirect Reports : 42 country and functional heads / Sr. Advisors

Minimum Requirements

Education / Experience

• Bachelors Degree in Business Administration or related field of study
• Degree in Industrial Engineering
• Minimum 10 years of experience leading a quality assurance customer experience or change management function. Preferred minimum of 10 years experience leading First Choice in country
• DPDHL Senior Advisor Gold certification or Lean Six Sigma Master Black Belt certification

Knowledge Skills and Abilities

• Strong leadership and collaboration skills with the ability to quickly establish productive working relationships with senior management as well as front line employees in a dynamic and international environment
• Excellent Six Sigma and Lean knowledge combined with strong analytical skills to perform complex analyses
• Strong influence and negotiation skills to work with internal stakeholders at all levels to support change management and communication activities and tasks.
• Ability to present complex results in an easy-to-understand way
• Very good understanding of DHLs business and core processes to make relevant assessments and recommendations
• Strong interpersonal skills with high degree of self-motivation and drive
• Proficiency and fluency in English French and / or Portuguese a plus

We are looking forward to your application.

Required Experience : Senior Manager

Key Skills

Business Intelligence,Children Activity,Business Analysis,Corporate Sales,ABB,Corporate Development

Employment Type : Full-Time

Experience : years

Vacancy : 1