Continuous Improvement Specialist

2 weeks ago

Cape Town, South Africa WNS South Africa Full time

Company Description**
WNS Global Services Inc.** (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.
**WNS South Africa** has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.
**Why join us?**

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description**
Main purpose**:
This role will be responsible for making sure that we have a Continuous Improvement map and plan for our client by adding meaningful value through insights, analytics and staying on the forefront of new technologies and processes. Manage a team of quality associates.
**Key responsibilities**:

- Responsible for the successful execution of BU wide process design and re-engineering initiatives that will encompass an end-to-end analysis and future state redesign followed by implementation
- Mentor and lead lean Six Sigma projects
- Develop and new and unique ways to improve the operations of the business and to create new opportunities
- Contribute and present in client reviews & meetings
- Manage QA team deliverables
- QA targets
- RCA
- Insights

Qualifications**
Qualifications required**:
Essential
- Bachelor’s Degree in Engineering, Statistics or Mathematics or equivalent professional experience in lieu of a degree
- Certified Six Sigma Black Belt
**Experience Required**:
Essential
- Two or more years' experience using Operational Excellence and Continuous Improvement methods (LEAN, Six Sigma, TQM)
- Two years exposure to BPO industry
- Overall Experience of 7+ Years in Transformational Quality & Efficiency improvements
- 2 Years' experience heading up An Operational Excellence function within BPO will be advantageous
- 2-3 Years SQL Server Experience to access datasets, run queries, build tables and execute reports that can be used to deliver insights

Additional Information**
Job-Related Knowledge, Competencies & Skills Required**:

- Confident Personality - able to challenge and debate issues of importance to the business
- Persuasive & Influential - able to look at situations from several points of view; create a shared vision and to positively influence others to achieve results that are in the best interest of the business
- Adaptable - able to be flexible, versatile and/or tolerant in a changing, complex work environment while maintaining effectiveness and efficiency
- Behaves Ethically - understands ethical behaviour and business practices, and ensures that own and others behaviour is consistent with these standards and aligns with the values of the company
- Builds Relationships - establishes and maintains positive working relationships with others, both internally and externally, to achieve company goals
- Should be able bring industry best practices and help prioritize new initiatives to drive business strategy, mitigate potential risks and control gaps, financial return, and positive customer impact.
- Creative / Innovative
- Focuses on Client Needs - anticipates, understands and responds to the needs of internal and external clients to meet or exceed expectations within company parameters
- Fosters Teamwork - works cooperatively and effectively with others to set goals, resolve problems, and makes decisions that enhance organizational effectiveness
- Well versed with process diagnostics, due-diligence, blueprinting activities and savvy with PowerPoint and Excel
- Good Experience in consulting projects, Business process re-engineering projects
- Good Understanding of customer journey analytics
- Formulate improvement plans based on waste & variations identified during analysis
- Makes Sound Decisions - assesses situations to determine the importance, urgency and risks, and makes clear decisions, based on sound judgment, which are timely and in the best interests of the business
- Organ

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