1.Strategy and direction
a.Identification and prioritization of process improvement initiatives that are aligned to the Vertical strategic objectives using operational data analysis and BI tools
2.Tracking and Process
a.Identify and analyse processes, procedures and systems for their relevance and assessing the adequacy of resources by: collecting and interpreting data
b.Review existing data to identify, research and collect information in order to make informed decisions
c.Monitoring modifications, changes, upgrades in processes and procedures
d.Working closely with relevant stakeholders to monitor and improve the effectiveness, efficiency or safety of business processes and procedures
e.Pro-actively analyse business improvements
f.Trouble-shooting existing process
g.Ensuring processes and procedures work at the optimum level of quality, safety and customer satisfaction
h.Implement, measure and control approved changes to processes and procedures
i.Ensure process and procedure objectives and results align to the achievement of business objectives
j.Make available / visual contractual KPI’s and measurements with visual dashboards.
a.Assist operations with measuring, tracking and reporting of the financial benefits from improvement projects
b.Identify and provide management with operational and financial improvement opportunities arising from detailed statistical analysis of data and operational process flow evaluation.
c.Managing costs and time constraints of processes, procedures or projects relating thereto
a.Facilitate training of the staff complement according to the agreed account or department targets
b.Train and assess relevant employees on processes and procedures as well as process and procedure improvements
a.Develop verticals internal problem solving capacity;
b.Create, implement, embed and drive continuous improvement and innovation in the business in order to fully meet SLA’s and cost parameters.
c.Support stabilisation of new implementations in such a way that customer expectations are fully delivered on and stabilisation period is achieved in as short and painless a manner as possible.
d.Facilitate sustainable growth and development of the continuous improvement culture
e.Establish best practices in the operations
f.Maintain healthy employee relations and working environment
g.Effectively manage change
h.Drive a culture of continuous improvement and innovation through developing a hands on understanding of Vertical and Functional Department needs and requirements.
6.Enabling culture change
a.Drive the implementation of the identified projects and deliver against agreed project plan and deadlines
b.Establish the alignment of people, process, technology towards excellence