Capita SA is seeking a detail-oriented individual, who is ready to contribute towards a successful team through living the Capita culture and values. In this role you will be responsible for the leadership and management of a client account; Continuous Improvement Team of Lean Practitioners who are tasked with delivering improvement initiatives and developing a Lean/Continuous Improvement culture across the entire organisation. Working with colleagues in the UK and South Africa, this role will be key to embedding the Lean processes that have already been developed and creating a Lean culture in all colleagues.

Key Responsibilities
Reporting to the Improvement Director, the post holder will be responsible for successful delivery of all Lean Six Sigma projects that they have been assigned within the allocated budget, resource and time constraints, i.e.: -

Responsible for the day to day management of a Continuous Improvement Team of Lean practitioners.
• Leading and managing the Continuous Improvement Team including all necessary appraisals, performance reviews, support and coaching.
• Project management of Lean projects utilizing the DMAIC system to ensure effective outcomes and appropriate governance.
• Team support and facilitation, conflict management, recognition, coaching and mentoring.
• Gaining appropriate project commitment through Stakeholder analysis, Communications plans, influencing strategy, Visioning, SWOT etc.
• Project definition through all project charter elements; Business Case, Scope, Problem and Goal Statements from baseline.
• Idea Generation, sorting and prioritization to ensure the best use of resources to deliver projects.
• Identification and segmentation of customer demand, gathering Voice of the Customer, developing CTQs, identifying their Moments of
Truth and benchmarking.
• Ensuring that all projects are correctly recording the current process through appropriate techniques including SIPOC, process mapping,
functional deployment / swim lane maps.
• Developing techniques to assure effective workplace and process management including standard operating procedures or documentation
including operational measurements and response plan.
• Defining and implementing appropriate methods to assure process robustness and success including FMEA and pilot tests.
• Identifying obstacles to process flow and techniques to improve it such as Value added / Non-VA analysis, 8 wastes, Process
measurements including cycle time, touch time and take time.
• Embedding techniques to assure effective workplace and process management including 5S, visual management, etc.
• Implementing methods to assure process robustness and success including future state mapping
• Ensure that all actions and communications are aligned to our values (VOICE) and campaign specific values

Knowledge and Experience
• Lean Six Sigma Black Belt accredited by a recognized body
• Skilled at using the DMAIC process and the associated tools and techniques.
• Excellent communications and stakeholder management skills.
• Demonstrable experience in leading projects and large scale change, preferably within a contact centre environment.
• Experience of successfully leading teams to deliver challenging projects to deadlines.
• Experience of leading, managing and developing teams and team members.
• Experienced user of process modelling tools (e.g. Microsoft Visio).
• Good skills with Microsoft Office tools Excel, Word and PowerPoint