Mission

As part of the Customer Care and Lean journey within DKV, the Lean Transformation Lead is in charge of supporting the deployment of the Customer Care Program in the organization, by identifying process optimizations, supporting the teams with the implementation of projects and changes and stimulating a culture of continuous improvement and of performance management. Team collaboration and end-to-end understanding are key ingredients of the Customer Care and Lean methodology. 

The core objectives of these projects are:

  • Improve our efficiency and service to customers
  • Develop effective and consistent performance management within the organization (KPI, performance feedback and capacity management)
  • Develop and deploy a culture of continuous improvement using collective intelligence

To achieve these objectives and to embed the Customer Care mindset within the organization, you will work closely with the Lean Transformation Leader, the heads of, the team leaders and the experts of the different DKV departments

Function

Main responsibilities

  • Support the implementation of the Customer Care & Lean program within Operations
  • Support the definition of current and future state for processes, capacity management and performance management, using lean tools (eg waste) & others
  • Understand, integrate and embed the DKV Customer Care mindsets and behaviors across the organization; act as role model
  • Conduct workshops to define the current state, areas of improvement and future state with support of team experts and/or team leaders
  • Coordinate the process improvements initiatives with the teams impacted
  • Understand and deploy KPI’s for capacity management and SLA compliance, enhance new ways of working for performance management, follow up with team leaders, help in implementing corrective action and effective feedback
  • Support the teams through the change
  • Foster continuous improvement tool and mindset in the transformed teams
  • with respect to the 5 stage gates model
  • Consider customer satisfaction and internal/external customer input (lessons learned, informal feedback collection, …)

List of main deliverables (not exhaustive)

  • Deliver Process Value Analysis with identification of pain points and areas for optimization; develop underlying business case
  • Support the preparation and conduct workshops
  • Provide input for Progress Review and Reporting to Steering Committee (transformation progress, actions, next steps, findings summary)
  • Support the Business Change Analysis (Risk Log); Roll out actions plan
  • Support the deployment of capacity and performance KPI, whiteboard & capacity management tools, observations & action points, skill matrix & training plan
  • Provide training on continuous improvement tools & methodology

Skills and experience

  • Master or equivalent by experience
  • Dutch/French/English: fluently in written and oral communication
  • Experience with project management and/or people management skills
  • Experience with Lean and Agile is a plus
  • Process management skills – capable to understand the bigger picture
  • Analytical and solution oriented
  • Demonstrate agility with change and people – good stakeholder management
  • Dare to challenge status quo, creativity
  • Presentation skills (able to train teams & individuals and to provide constructive feedback)
  • Assertive & good communicator
  • Team player (good listener, inspire trust)
  • Customer minded
  • Effective coaching skills is a plus

     

    If you are eager to take on a new professional challenge and feel inspired by the Customer Care and Lean program, feel free to step up and contact our HR.