About this role
Centum — Director - Operational Excellence, Automation & Transformation
- Job Type Full Time
- Qualification BA/BSc/HND
- Experience 10 years
- Location Nairobi
- Job Field ICT / Computer
Key Responsibilities
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Regional Transformation & Operational Excellence
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Develop, lead and govern a regional transformation portfolio aligned with the organisation's strategic priorities and operational roadmap.
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Drive the implementation of operational excellence initiatives focused on productivity improvement, cost reduction, service quality and operational efficiency.
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Lead Lean Six Sigma, COPC and other process improvement initiatives across contact centre operations.
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Process Improvement & Continuous Improvement
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Lead end-to-end process optimisation initiatives to improve operational productivity, quality, cost efficiency and cycle times.
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Champion the application of Lean Six Sigma methodologies and structured problem-solving techniques to address operational challenges.
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Establish and manage a continuous improvement framework, ensuring that improvement initiatives are identified, prioritised, implemented and measured.
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Oversee process mapping, process mining and root cause analysis to identify inefficiencies and opportunities for sustainable improvement.
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Performance Management & Business Impact
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Establish performance measurement frameworks to track the impact of transformation initiatives on productivity, service quality, cost and operational performance.
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Provide regular progress updates and performance reports to Executive Management on the regional transformation portfolio.
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Drive cost optimisation initiatives, including the review and rationalisation of operational overheads.
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Capability Building & Change Management
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Develop internal continuous improvement capabilities by establishing and implementing Lean Six Sigma Green Belt and Yellow Belt development programmes.
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Build and mentor a network of process improvement champions across Operations, Quality, Workforce Management (WFM), Finance and Human Resources.
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Provide technical guidance and mentorship on process improvement methodologies, root cause analysis and performance optimisation.
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Champion organisational change management to support the adoption and sustainability of new processes, systems and ways of working.
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Automation & Digital transformation
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Own and drive the organisation's automation pipeline, identifying opportunities to automate repetitive, manual and resource-intensive processes.
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Drive the centralisation and standardisation of Power BI reporting and operational performance dashboards to enhance data visibility and decision-making.
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Partner with IT, Operations and other business functions to implement technology-enabled solutions that improve operational efficiency and service delivery.
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Academic and Professional Qualifications
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Bachelor's degree in industrial engineering, Business Administration, Operations Management, Information Technology or a related field.
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Master's degree in business administration, Operations Management or a relevant discipline will be an added advantage.
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Lean Six Sigma Black Belt certification is required; Master Black Belt certification will be a distinct advantage.
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Additional qualifications in project management, business process management, automation or digital transformation will be desirable.
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Experience and Competencies
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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.
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Demonstrated experience leading regional or multi-country transformation and operational improvement programmes.
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Proven track record of delivering measurable productivity improvements, cost savings and process efficiencies.
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Practical experience in Lean Six Sigma methodologies, process mapping, root cause analysis and continuous improvement.
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