Lean Six Sigma Operational Lead

Job Description This role will span our South Africa business with the opportunity to work within the organisation globally. As a Lean Six Sigma operations lead, you will have the opportunity to lead and support clients and internal teams to improve and optimize their business through an LSS methodology approach. It is also important that you have an appetite for new and innovative technologies which can be used to drive significant change for Teleperformance and our clients. As a strategic thinker, you will have the skills and confidence to design best practice service principles solutions - operating models, processes, human performance, technology - and be able to articulate the value of these to internal stakeholders and clients. Specific responsibilities include:

1. Experience of contact centre operations
2. Confident and experienced presenter to senior audiences
3. Excellent interpersonal and communication skills (both written and verbal) – experience of MS PowerPoint
4. Strong diagnostic, analytical and problem-solving skills
5. Experienced in quantification, analysis and development of business cases to deliver transformational change
6. Experienced in working with Excel and a flair for exploring statistical packages such as Power BI and Minitab
7. Ability to perform data gathering, root cause analysis and performance trending in order to identify and develop appropriate process changes
8. Evidence of strategic awareness and acumen in business - aptitude for fact-based problem solving and developing pragmatic solutions
9. Solid project management skills with the ability to work as part of a team to deliver a project/solution under challenging timescales
10. Ability to work on own initiative
11. Line management experience
12. LSS Green Belt preferred

1. Working under the direction of the organisation’s LSS Black Belt and the wider Operations team
2. Applying LSS methodology to internal and client-facing projects
3. Working with stakeholders and SMEs to understand the as-is and define the challenge
4. Quantify and prioritise improvement opportunities
5. Create workflows of current business processes
6. Identifying the appropriate technologies to support critical analysis of the current operation
7. Analyse data and develop useful metrics to measure the impact of process and system changes
8. Developing business/action plans and tracking of actions to ensure opportunities turn into realities
9. Develop process improvement procedures to improve operational efficiency
10. Prepare communication plans for multiple stakeholders and present these as required
11. Flexibility to work UK and US hours as required in order to accommodate different time zones and project demands

1. Lean Six Sigma Green Belt Certified and/or experience working in an LSS role or continuous improvement function for 3 years (Essential)
2. Black Belt Training would be advantageous
3. An understanding of new and innovative technologies which can be used to drive significant transformation to our clients
4. Project management experience