Description
Process Quality Manager - Retail will be responsible for developing and improving the donor journey for the retail segment. He/She will do so by monitoring processes and facilitating plans to optimize processes that will have the highest impact on the donor journey of our premium segment. He/She will be responsible for increasing donor retention, reactivating lapsed donors, and converting prospects into donors.
For the retail segment, this incumbent will be responsible for:
- Developing & improving the donor journey
- Assisting the development teams evaluate all existing business processes
- Developing a Process Manual that contains process outlines, flowcharts, and implementation procedures
- Working with key business stakeholders, and cross-functional teams, to build a continuous improvement environment to support an ongoing programme of change
- Identifying and delivering service improvement activity across the business through employing process improvement methodologies and the application of innovative thinking
- Facilitating process improvement based workshops to drive ideas and solutions
- Assisting in developing new support material based on the revised processes
- Placing checks & controls against each process developed/improved and having a consequence/reward management system attached to it
- Leading monthly process update forums to show progress and identify potential bottlenecks in front of the Senior Management
- Communicating new and changed policies/processes
- Creating, analyzing and distributing process reports
- Being the focal point of contact for all process-related queries
- Overseeing training and coaching, reporting and systems enhancements needs of the development team
Required Skills
- Proficient in the use of Microsoft Office, including Project, Visio, Word, Excel, Outlook, and PowerPoint
- Excellent presentation and facilitation skills
- Skilled in project management
- Excellent understanding of continuous improvement concepts including Six Sigma, Lean, value stream mapping
- Outstanding organizational and analytical skills
- Dynamic thinking & problem-solving abilities
- A team player with leadership skills
Education
Bachelor's Degree in Business Management or Computer Science.
Certification in Six Sigma or any other continuous improvement methodology
Experience
3-4 years' experience in a similar role.
