Continuous Improvement Black Belt

Continuous improvement managers analyze, maintain, and improve performance on key metrics and improve CI Culture for one or more business accounts.

Job title:

Continuous Improvement Black Belt

Job Description:

Continuous Improvement Black Belt:

Evaluates and oversees operations improvement projects from initial research and assessment through transition to the management team for business performance improvement.

Reporting to the Director, the post holder will be responsible for successful delivery of all Lean Six Sigma projects that they have been assigned within the allocated budget, resource and time constraints.

Key Deliverables:

• Create Improvement & Innovation culture within business teams.
• Design, mentor & deliver improvement plan with tangible benefits to Capita and its clients.
  

Roles & Responsibilities:

• Process diagnostics to Identify re-engineering and continuous improvement opportunities
• Gather and analyse data and information to understand Process Improvement priorities for the area
• Create roadmap and obtain buy-in for implementing process improvement opportunities
• Drive implementation of identified initiatives through a mix of projects and innovation drives.
• Design, build and facilitate Lean Six sigma trainings (WB, YB and GB)
• Mentor Lean Six Sigma YB and GB project leads
• Devise business case for identified digital transformation initiatives and facilitate necessary approvals
• Project manage RPA, IT and analytics solutions deployments
• Lead customer facing improvement assignment across various geographies
• Perform process maturity analysis and conduct internal benchmarking
• Establish Quality Systems & Procedures for the organisation leading to other quality certifications such as ISO, COPC etc.
• Devise KPIs for team members and track progress against set targets

Professional Know-How:

Minimum Qualification:

• Matric (Completed)

Minimum Experience:

• Certified or trained Lean Six Sigma Black Belt with 2-4 years’ experience in Process Excellence / Continuous Improvement role

OR

• 2-4 years + experience in the Black belt (Continuous Improvement) environment gained within the Services Sector or BPO or Contact Centre - Essential
• Accredited Lean Six Sigma Black Belt (Attach your accreditation to your application)
• Actively working in a similar role and delivering on a recent project.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Closing date: Midnight 20 July 2026

Please Note: No late applications will be accepted.

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent