At a glance
- Closing date
- The listing does not give one. Employers often close early when they have enough applicants, so apply soon.
- Where
- Nairobi, Kenya
- How to apply
- On myjobmag.co.ke, where the employer takes applications.
- Similar roles
- 142 other open Product & Project Management roles on the Kenya board right now.
- This employer
- Centum has 7 open roles on RezSync.
Key Responsibilities
Regional Transformation & Operational Excellence
Develop, lead and govern a regional transformation portfolio aligned with the organisation's strategic priorities and operational roadmap.
Drive the implementation of operational excellence initiatives focused on productivity improvement, cost reduction, service quality and operational efficiency.
Lead Lean Six Sigma, COPC and other process improvement initiatives across contact centre operations.
Process Improvement & Continuous Improvement
Lead end-to-end process optimisation initiatives to improve operational productivity, quality, cost efficiency and cycle times.
Champion the application of Lean Six Sigma methodologies and structured problem-solving techniques to address operational challenges.
Establish and manage a continuous improvement framework, ensuring that improvement initiatives are identified, prioritised, implemented and measured.
Oversee process mapping, process mining and root cause analysis to identify inefficiencies and opportunities for sustainable improvement.
Performance Management & Business Impact
Establish performance measurement frameworks to track the impact of transformation initiatives on productivity, service quality, cost and operational performance.
Provide regular progress updates and performance reports to Executive Management on the regional transformation portfolio.
Drive cost optimisation initiatives, including the review and rationalisation of operational overheads.
Capability Building & Change Management
Develop internal continuous improvement capabilities by establishing and implementing Lean Six Sigma Green Belt and Yellow Belt development programmes.
Build and mentor a network of process improvement champions across Operations, Quality, Workforce Management (WFM), Finance and Human Resources.
Provide technical guidance and mentorship on process improvement methodologies, root cause analysis and performance optimisation.
Champion organisational change management to support the adoption and sustainability of new processes, systems and ways of working.
Automation & Digital transformation
Own and drive the organisation's automation pipeline, identifying opportunities to automate repetitive, manual and resource-intensive processes.
Drive the centralisation and standardisation of Power BI reporting and operational performance dashboards to enhance data visibility and decision-making.
Partner with IT, Operations and other business functions to implement technology-enabled solutions that improve operational efficiency and service delivery.
Academic and Professional Qualifications
Bachelor's degree in industrial engineering, Business Administration, Operations Management, Information Technology or a related field.
Master's degree in business administration, Operations Management or a relevant discipline will be an added advantage.
Lean Six Sigma Black Belt certification is required; Master Black Belt certification will be a distinct advantage.
Additional qualifications in project management, business process management, automation or digital transformation will be desirable.
Experience and Competencies
At least 10 years' relevant experience in operational excellence, business transformation, process improvement or operational management, preferably within a contact centre, Business Process Outsourcing (BPO) or large-scale service operations environment.
Demonstrated experience leading regional or multi-country transformation and operational improvement programmes.
Proven track record of delivering measurable productivity improvements, cost savings and process efficiencies.
Practical experience in Lean Six Sigma methodologies, process mapping, root cause analysis and continuous improvement.
go to method of application »
Minimum qualifications
BA/BSc/HND
How to apply
Use the link(s) below to apply on company website.
Manager - Talent Acquisition
Director - Talent Acquisition
Director - Data, MI & Decision Intelligence
Director - IT, Networks, Servers and Telecom
Director - Training
Director - Operational Excellence, Automation & Transformation
Director – Infrastructure and Facilities Management
https://www.myjobmag.co.ke/apply-now/1385627
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