The Hertz Corporation Manager Service Quality Assessments & Continuous Improvement in Uxbridge, United Kingdom
Lean 6 Sigma Specialist with Operations background to carry out Service Quality Assessments and manage internal and external Lighthouse (Operational transformation) projects, reporting to the Director Tools & Process Integration.
This role can be based in any of our corporate countries, UK, France, Spain, Italy, Holland Ireland, Belgium or Germany.
Job purpose (mission or “raison d’être”)
To apply lean six sigma methodologies to support the overall goals of service quality, process excellence and continuous improvement by carrying out Service Quality assessments and delivering the Hertz Lighthouse projects at corporate and franchisee locations globally. To lead, coach and support the Lighthouse Navigators as well as to coach and support location management so to improve customer service quality, processes and financial results. Focus on driving down the cost base and increase efficiencies by reducing waste in processes and improve the customer experience.
Key-result area (Major Accountabilities) ( What is done and for what purpose):
Conduct service quality assessments to identify strengths, weaknesses, risks and opportunities at Hertz locations.
Report findings and problem resolution recommendations to local and senior management
Develop action registers and roadblock analysis to support compliance with Hertz’ standards at RAC locations
Ensure corrective actions are put in place to deliver continuous improvements
Lead and encourage “best practice” sharing and recommend service innovations
Assist field management in providing structured analysis and implementing continuous improvement actions to solve operational problems
Ensure compliance with Hertz corporate customer service rules, policies and procedures (SOPs). Provide recommendations updates and assist in developing such standards, policies and procedures.
Lead and support the implementation of Hertz Lighthouse projects at corporate and franchise locations globally with the main objective to
Optimize customer experience by re-designing, improving and delivering value added processes and services
Drive process improvements to improve financial performance, productivity and customer service
Step change NPS performance
Maximize process capability, flexibility and capacity
Increase ancillary revenues
Develop and train managers, supervisors and staff at project locations on using new tools & techniques
Continuously develop further the Lighthouse tools to adapt them to local and new requirements
Increase employee engagement and improve employee satisfaction
Enable results to be measured & sustained in Lighthouse project locations
Ensure Lighthouse projects meet and exceed planned savings and improvement objectives
Develop and train local Lighthouse team members in their pursuit of improving quality, productivity, increasing effectiveness and creating revenues, using the Lighthouse playbook, tools & concepts
Manage Continuous Improvement projects by applying LEAN Six Sigma and Process Improvement methodologies, tools and techniques and appropriate project management concepts
Provide expertise and facilitation, help managers, supervisors and team leaders to assume ownership of process improvements
Provide Lean and counter sales trainings and facilitate improvement workshops. Update training material where and when needed so to keep it relevant.
Inspires Hertz colleagues to drive continuous improvement in their areas and to sustain gains and results achieved during the continuous improvement (Lighthouse) projects
Support special projects and cultivate ideas to enable Hertz to provide leading edge, customer centric services and products
Degree (or equivalent) minimum, Business discipline preferred
Lean Six Sigma Green Belt
In-depth Operational Management experience especially in the area of customer and employee satisfaction, process performance and productivity in Field Operations
Proven track record in successful completion and delivery of continuous improvement projects using Lean and 6 Sigma tools
Experience in applying Lean tools and techniques (5S, Value Stream Mapping, Process Mapping, Strategy Deployment, Kanban, TAKT time, etc.)
Car rental processes & systems & procedures knowledge
Six Sigma, Lean
Ancillary Sales methodologies (Service Based Sales techniques)
Continuous improvement and process re-design
MS Office including Excel, Word, PowerPoint, Visio, Project
Posición Número 153590
# De Posiciones 1
Categoría Project/Process Management
Tipo de Posición Regular Full Time