Senior Manager Continuous Improvement Ssa

Dhl Germany; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading logistics company is seeking a Head of First Choice for Sub-Saharan Africa to drive customer centricity and continuous improvement through effective management of the First Choice program. The ideal candidate will have extensive experience in quality assurance and leadership, with strong analytical and collaboration skills. This role offers the opportunity to engage and influence across multiple countries and implement best practices.

Qualifications

• Minimum 10 years of experience in quality assurance or customer experience.
• Preferred: 10+ years leading First Choice; Lean Six Sigma Master Black Belt certification.

Responsibilities

• Drive the First Choice training program and mentor others.
• Promote use of First Choice tools across the SSA region.
• Develop quality procedures and strategies for customer interactions.

Skills

Leadership skills

Six Sigma knowledge

Analytical skills

Stakeholder engagement

Interpersonal skills

Education

Bachelor's Degree in Business Administration or related field

Degree in Industrial Engineering

Tools

DMAIC

Lean Six Sigma

Job description

IT'S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT'S AN OPPORTUNITY TO HELP THE WORLD GET ONTOGETHER. Why do people call us the world's 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 we're 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

• Drive the First Choice training program for the region and mentor others on using First Choice tools for experts (e.g., DMAIC).
• Promote and champion the regular use of First Choice tools/methodology (PD, Gemba, 5S, ImpAct, DMAIC) throughout the SSA region.
• Encourage the use 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 acting on customer feedback at regional and country levels, engaging frontline employees in the See It – Sort It – Fix It improvement cycle.
• Ensure 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.
• Develop the in-country FC leads through influence, developmental feedback, and training.
• Develop quality procedures, strategies, standards, and specifications to improve customer interactions and business results.
• Develop and direct the country's compliance efforts to the regional quality governance model, including in-country setup, reviews, progress, and impact monitoring.
• Mentor others on measuring and assessing the effectiveness of project management methodology and deliverables.

Role Scope

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

Minimum Requirements

• Bachelor's Degree in Business Administration or related field; Degree in Industrial Engineering preferred.
• Minimum 10 years of experience leading quality assurance, customer experience, or change management functions.
• Preferred: 10+ years 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 establish productive relationships across levels.
• Excellent Six Sigma and Lean knowledge with analytical skills for complex analyses.
• Strong influence and negotiation skills for stakeholder engagement.
• Ability to present complex results simply.
• Understanding of DHL's core processes for relevant assessments and recommendations.
• High interpersonal skills, self-motivation, and drive.
• Proficiency in English; French and/or Portuguese is a plus.

We are looking forward to your application.