The Hertz Corporation Project Leader Process Improvement in Dublin, Ireland
What is this role all about?
The primary mission of the role will be to optimise the customer journey both on and off line. Design and/or reengineer key processes that support our customers and other internal stakeholders to deliver best in class solutions.
Optimize customer experience by delivering value added processes and services
Drive process improvement to enhance financial performance
Provide leadership that inspires employees to deliver continuous improvement
Maximize process capability, flexibility and capacity
Use sound data analysis to influence decision making
Primary Duties and Responsibilities
Design and implement optimised business processes in collaboration with internal stakeholders.
Accountable for the implementation of individual projects (systems or processes) within the agreed scope, time and budget working closely with the relevant internal business owner and external expertise.
Provide analytical support for high priority process improvement projects that benefit the organization, customer and employee
Collaborate with business to prioritise improvement ideas to be executed as projects. Use process improvement methodologies and techniques where appropriate (e.g. Lean, Six Sigma).
Ensures that processes and systems once implemented are understood and being fully utilised in line with the original business case / value proposition
Practice go-look-see techniques to coach, mentor, and identify incremental opportunities, continually raising the bar for process excellence.
Meet and exceed established savings objectives.
Identify opportunities to continuously improve quality, cost and time factors, consistent with business objectives.
Manage projects end-to-end ensuring that a sustained improvement is transitioned to the process owner.
In conjunction with the relevant Commercial / Functional Managers, design a suite of reports, KPIs, dashboard and/or scorecards that provide timely and accurate data that supports effective decision making.
What do we need from you?
Project management qualification
Bachelor’s Degree in business or equivalent
Minimum 3 years front line experience serving our external customers a must have.
Minimum 2 years project or process improvement experience in the contact centre.
Knowledge and experience of business process improvement.
Effective & innovative solution development, risk mitigation, and execution.
Knowledgeable in digital customer trends & tools, key business processes & stakeholder management
Fluency in English essential & a second European language desirable
MS Office including Project, Excel, PowerPoint, Visio
Understanding of lean tools e.g. 8D, FMEA, Root Cause Analysis and other common problem solving methodologies
Curious about life
Passionate about customers.
Engaged in lifelong learning
Very good analytical skills with strong hands-on implementation track record
Excellent interpersonal and communication skills rounded with ability to train and coach employees in the basics of continuous improvement
Financially astute with an excellent understanding of a P&L statement
The Hertz Corporation has an exciting portfolio of rental car brands – including Hertz, Dollar, Thrifty and Firefly – as well as the fleet management company, Donlen. We have more branches at more airports worldwide than any other car rental company, and Hertz is one of the Top 100 most recognised global brands.
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 162810
# Positions 1
Category Project / Process Management
Division HESC - Reservation Centre
Position Type Regular Full Time