Continuous Improvement

About the role

An exciting opportunity is available for a Service Quality (SQ) Continuous Improvement Lead to join our Service Quality team on a permanent basis.

Supported by the SQ Team as well as training and education, the SQ Continuous Improvement Lead will seek to improve the operational processes, revenues & customer experience by providing functional, operational and problem resolution in support of poor performing or at-risk Customers, strategically important Receivers and Business Partners.

Reporting to the Service Quality Continuous Improvement Manager, the Service Quality CI lead will contribute towards all tactical & strategic matters related to continuous improvement in the business. Your primary operational responsibilities will be state focused, with attention and consideration given to other operations teams across other divisions or states if required.

Primary Duties & Responsibilities
- Work with the relevant key stakeholders i.e., Operations Management and Teams, Sales, Account Management etc., to identify issues and opportunities and proactively implement change to improve the service delivery and the customer experience
- Use a combination of Project Management (PM) and Continuous Improvement (CI) tools / techniques to lead & implement CI operational projects / workshops, validate issues, identify root causes, develop corrective actions, formulate SOPs and implement change
- Undertaking deep dive data analysis and value stream mapping of the existing operational processes to identify gaps, bottlenecks to eliminate work duplication, influence operational cost reduction and deploying best practices accurately and reliably
- Identify opportunities for more innovative and/or efficient operational and business process designs to improve customer experience & team efficiency
- Study, measure and evaluate network throughput issues within the major TGE depots to support and maintain optimum delivery performance (DIFOT)
- Support cultural change that embraces CI through the education and use of Lean Six Sigma (LSS) tools and methodologies
- Support and implement key decisions related to developing TGE continuous improvement initiatives beneficial to both our Customers and Operations Teams

Qualifications:
An open mindset to continuously develop and strive for a career at Team Global Express along with a can-do attitude will set you apart.

The role requires someone who is driven, passionate, organised, and tenacious. The SQ CI Lead will have strong communication, customer service and project management skills with a desire to continuously learn and grow. Our desire is to have that individual with the following skills:

- Clear understanding and/or experience of a network and logistics environment
- Proven experience in Performance improvement and/or transformation experience
- Lean Six Sigma accreditation highly valued (Yellow / Green belt preferred)
- Proven experience in managing internal business relationships, internal/external stakeholders over multiple geographic locations
- Strong stakeholder engagement that fosters an inclusive & collaborative environment
- Self-driven with a strong sense of urgency, commitment to deadlines and deliverables
- Passionate about change and improving TGE culture and results
- Innovative & curious
- Strong customer advocacy and understanding
- Team Player who can get along with people, share knowledge, have good influencing skills, and can motivate others
- Strong written and verbal communication skills
- A good understanding of data fundamentals and root cause analysis
- A deep knowledge of processes and value stream mapping

Diversity and Inclusion

We celebrate difference.
- Why Team Global Express - Team Global Express

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.

It’s never been a more exciting time to join our team.

As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.

To find out more about us, visit

About - Team Global Express