Senior Manager Continuous Improvement SSA

Dhl; Johannesburg; On-site; ZAR 1,000,000 - 1,500,000; Full time

Job summary

A leading logistics provider is seeking a Head of First Choice in Sub-Saharan Africa to drive improvement and customer centricity. The successful candidate will lead quality assurance initiatives, mentor teams, and engage with stakeholders across 52 countries. Required qualifications include a Bachelor's degree in a related field and a minimum of 10 years of relevant experience, with strong analytical and leadership skills.

Qualifications

• Minimum 10 years of experience in leading quality assurance or customer experience.
• Preferred: 10+ years leading First Choice in country.
• Strong interpersonal skills and high self-motivation.

Responsibilities

• Drive the First Choice training program for the region.
• Develop quality procedures to improve customer interactions.
• Mentor others on measuring project management effectiveness.

Skills

Leadership

Collaboration

Six Sigma knowledge

Analytical skills

Negotiation skills

Education

Bachelor's Degree in Business Administration

Degree in Industrial Engineering

Tools

DMAIC tools

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 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 country's compliance efforts to the regional quality governance model, including country reviews, progress, and impact monitoring.
• Mentor others on measuring and assessing project management effectiveness.

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 with senior management and frontline employees.
• Excellent Six Sigma and Lean knowledge, with strong analytical skills.
• Strong influence and negotiation skills.
• Ability to present complex results clearly.
• Good understanding of DHL's business and core processes.
• Strong interpersonal skills, high self-motivation, and drive.
• Proficiency and fluency in English; French and/or Portuguese a plus.

We look forward to your application.