Key Purpose
The Continuous Improvement Specialist is focused on enhancing the employee experience. With the employee at the center of the design, the Continuous Improvement Specialist ensures that the designated platforms and team delivers a world class service to Zone Africa Employees by understanding the needs and priorities. The Continuous Improvement Specialist is responsible for managing the daily operations of the team with regard to reporting & analytics, scheduling, and stakeholder management, whilst driving continuous improvement initiatives that positively impacts employee experience.
Key Roles And Responsibilities
- Act as a service ambassador driving a positive employee experience
- Manage the daily, weekly and monthly operations and routines of the team
- Management and Scheduling of team and extended workforce
- Reporting and Analytics on Channel performance, trends, and recommendations for improvement
- Ensure that the required processes and procedures are complied with and updated when necessary
- Stakeholder engagement
- SME relations management and escalations
- Curate Knowledge Centre and ensure that FAQs updated Manage the platform and technical requirements
- Drive continuous improvement initiatives by Recommending alternate methods and ways of thinking to create value for employees
- Manage all Improvement projects for Employee Experience within the Agile Framework
- Ensure that the teams SLAs and KPIs are achieved
- Own and manage the operational budgets for the employee experience platform
- Lead, Coach and Mentor the team
- As a Product Owner (PO), this role is responsible for streamlining the execution of operational priorities, while maintaining integrity of the operations, the product backlog and the delivery of value to the customer. It requires good communication of the needs of the business and ability to prioritize the needs of the teams.
- The PO protects the team from disruptions and outside influence and enables the team to deliver incremental value to the business through active prioritization, balancing owning the team backlog, ensuring continuous improvement, and clearly communicating future plans to the team
- Matric and relevant Tertiary Qualification
- 3+ years of experience in a service delivery environment
- Strong customer service focus coupled with an optimization mindset
- Strong systems understanding
- Proven ability to build and maintain strong customer relations
- Scrum/Agile Experience an advantage
- Experience in management of SLAs
- Excellent problem solving skills
- People Management Experience essential
- Good Business knowledge and acumen
- Strong verbal, written and interpersonal skills
- Intermediate Excel skills a must
- Attention to detail
- Proven ability to implement and achieve business results through other people
- Proven ability to think creatively and out of the box
- Proven ability to manage quality
- Effective organizational skills: planning, focus, discipline
- Ability to think conceptually and strategically, while maintaining a cost-conscious and practical approach to using time and resources
Band VII
South African Breweries Pty (ltd) is an equal opportunity employer and all appointments will be made in line with South African Breweries Pty (ltd) employment equity plan and talent requirements.
The advert has minimum requirements listed. Management reserves the right to use additional/ relevant information as criteria for short-listing.
In accordance with South African Breweries Pty (ltd) duty to provide and maintain a workplace that is safe for of our employees and their families, our customers and visitors, and the community at large from infectious diseases that may be reduced by vaccinations, we require all new appointments to be vaccinated as a condition of employment at our company.
