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, Netherlands, Ireland, Belgium or Germany and involves up to 80% travel.
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 satisfaction.
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 root cause analysis to support compliance with Hertz’ standards at RAC locations, remove road blocks
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 objectives to optimize customer satisfaction by re-designing, improving and delivering value added processes and services and reduce operational costs
Drive process improvements to improve financial performance, productivity and customer service
Step change NPS performance
Maximize process capability, flexibility and capacity
Increase Value added Services revenues
Develop and train managers, supervisors and staff at project locations in 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 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, Kanban, TAKT time, etc.)
Car rental processes & systems & procedures knowledge
Lean Six Sigma
Value addes Services Sales methodologies (Service Based Sales techniques)
Continuous improvement and process re-design
MS Office: Excel (high level), Word, PowerPoint, Visio, Project
The Hertz Corporation has an exciting portfolio of car rental brands – including Hertz, Dollar, Thrifty and Firefly - as well as the fleet management company Donlen. We are one of the largest worldwide airport vehicle rental companies and the Hertz brand is one of the most recognized in the world.
We want our employees to feel inspired and empowered. Everyone is encouraged to contribute to building an atmosphere where people feel proud of where they work, what they do and how they contribute. Every employee has the chance to spearhead ground-breaking work in a fully collaborative environment, providing them a stimulating and enriching career experience.
Our mission is to be the preferred rental car company and you have the opportunity to help steer this mission. Get in touch today and APPLY NOW
Job ID 167185
# Positions 1
Category Project / Process Management
Position Type Regular Full Time