Expert Service Improvement

2 semanas atrás

Lisboa, Lisboa, Portugal SITA Tempo inteiro

Overview:


As Expert Service Improvement, you will play an important role in developing and implementing a 'best-in-class' CI strategy at SITA and foster a culture of sustainable change to deliver business transformation within the air travel industry.

You will be provided with ample opportunity for professional growth and development, this role calls for an individual who relishes the opportunity to help SITA in its vision of Easy Air Travel Every Step of the Way.


Reporting to the Director of Customer Experience & Quality (SITA Global Services), you will be a part of the CX & CI team whose mission is to safeguard a positive customer experience.

Are you ready to be part of the future?

***
What You Will Do

  • Investigate areas where there is a perceived issue/problem and provide input into the breadth and impact of the issue and provide recommendations for improvement initiative (Lean Sigma related or not depending on the case)
  • For those issues that require an improvement initiative, work with the business to appoint initiative owners. Potentially provide coaching and assistance to resolutions, track demonstrable improvements, and report findings to the Director
  • On some cases, particularly for the more complex ones, lead the improvement initiative as Improvement Expert.
  • Support the community in leading CI initiatives through coaching or other means.
  • Work with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with Lean and Six Sigma methodologies
  • Identify and promote opportunities to achieve continuous improvement in operational and process performance
  • Ensure customer satisfaction throughout the project life by challenging project steps defined at start against changing customer's business requirements
  • Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysis
  • Lead a virtual team of stakeholders to develop, follow up and implement action plans to identify gaps and resolve identified major customer issues
  • Perform regular process compliance checks with the various process owners within SITA, agreeing on action plans
  • Define and implement a Root Cause Analysis methodology and process across the organization
  • Ensure proper risk, change and quality management is performed at the program and project levels.

Qualifications:

Who You Are

  • Experience of working in the airport / airline, and/or experience working in a service industry.
  • 35 years' experience in quality assurance/control role or customer service role with emphasis on quality improvement
  • 5 years' experience in project or program management roles
  • 7 years' experience in IT industry with the implementation of processes as per recognized industry standards
  • Minimum 7 years' experience in business environments, including proven continuous improvement analytical experience from a similar role, including project management and business analysis
  • Experience in handson implementation of continuous improvement programs, including expertise in designing remediation plans to address productivity and efficiency issues, and driving measurable productivity gains
  • Excellent verbal and written communication skills in English, and the ability to interact and influence at all levels of the organization
  • Results driven and delivery focused, are at ease working with diverse functional teams in a global and matrixed environment
  • Team leadership skills including coaching expertise
  • Ability to travel
  • Curious mindset, appetite for investigation and root cause analysis, passion for customer experience and quality excellence
Key skills and experience which are considered an asset:

  • Proficiency in statistical and process management software
  • Operational experience

One or more qualifications/certifications are required:

  • College/University degree or equivalent required
  • Certified LEAN 6 Sigma Green Belt required; Black Belt preferred
  • Certified Project Management Professional is an asset
  • ITIL Foundation Certificate an asset

What We Offer


SITA's workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who've been working here for decades collaborate with those just out of college and early in their careers.

SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things:
smarter, quicker, easier, for us and our customers and for their customers too.


And we offer all the good stuff you'd expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.


Welcome to SITA


We design, build, and support technology solutions all with one vision to create easy air travel every step of the way.

As an organization, we cover 95% of all international air travel destinations an

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