Senior Lean Specialist

JOB SUMMARY
Senior Lean Specialist is responsible for managing the Continuous Improvement (CI) program and customer satisfaction initiatives through standardized frameworks, pipelines, and governance. It partners with service leaders to prioritize high-impact improvement opportunities and drives the development of Lean capability and a strong CI culture.
MAIN ACCOUNTABILITY
Manage Continuous Improvement & Lean Transformation
• Manage the Continuous Improvement program, including Kaizen initiatives (Kaizen 2.0 and Kaizen Award), in alignment with ISO 9001:2015 and ESVN operations.
• Partner with the management team to establish, implement, and drive standardized continuous improvement and process improvement initiatives.
• Lead or support Continuous Improvement projects as a subject matter expert, applying appropriate Lean and problem-solving methodologies.
• Support teams in effective problem-solving and root cause analysis to address operational issues.
• Monitor and follow up on Lean & Kaizen action plan to ensure timely completion, effectiveness, and proper documentation in relevant systems.
• Partner with Home Office in managing the branch's lean transformation.
Deliver Training & Facilitation Services
• Develop and implement training programs to strengthen the continuous improvement mindset across the organization.
• Coordinate with department heads to ensure execution of required quality and Lean training for branch employees.
• Coach and train employees on continuous improvement principles and tools to support operational excellence.
• Facilitate structured problem-solving and improvement sessions to drive thorough analysis and collaborative solutions.
• Develop, maintain, and manage Lean-related documentation.
Manage Customer Satisfaction Program (CSP)
• Partner with the management team to manage, establish, and continuously improve the Customer Satisfaction Program (CSP) in alignment with ISO 9001:2015 and ESVN operations.
• Develop, maintain, and update CSP procedures, work instructions, and templates to ensure compliance with required standards.
• Monitor and support CSP system operations and data accuracy.
• Conduct analysis, prepare CSP reports, and present insights to the management team.
• Provide recommendations, escalate issues as appropriate, and propose improvement initiatives based on CSP results.
• Gather stakeholder feedback to evaluate the effectiveness of the CSP and identify opportunities for enhancement.
Others
• Other tasks assigned by the Line Manager