岗位职责:
Scope of Job:
This role will support Resort Critical Path deployment from PM perspective before GO and shift to CI Manager after GO to set up company CI strategy and lead execution.
To facilitate the creation of an environment within the resort that enables a focus on process improvement activities to ensure resort processes are adding value to guests and staff.
Facilicate resort SLT to drive a culture transformation on process improvement becoming part of the resort DNA.
Engage all levels from the resort from front line to senior management to drive productivity through identifying waste in processes and counter measures to address problems in processes.
Train, coach and develop a wide and diverse range of team members at different levels to become confident at using continuous improvement tools.
Use continuous improvement tools and techniques to deliver benefits to the guest experience, reduce OPEX waste and smarter CAPEX spend.
Ensure resort is taking advantage of the latest technology advancements through a close relationship with Merlin Digital to improve process. Provide insight and critical thinking on key transformation changes to avoid putting bad process into new technology/ systems.
Keep track of hard and soft benefits delivered by the resort through continuous improvement activity.
Develop relationship with other Continuous Improvement Managers in other resorts to share best practice and ideas on approach.
Main Responsibilities
89 Pre-Opening
61 Resort Critical Path Champion
61 Resort SOP Development Scheduling Management
61 Soft Opening Plan project management
61 Prepare Post Opening CI project road map and project pool
89 Post Opening
CI Training and Coaching
61 Learn and facilitate the CI certified Merlin course to ensure delivery target number staff at the resort across all departments.
61 Work with the resort to identify talent to go on the green belt external course (on site) and provide coaching on their improvement project. Act as the link to the external training provider and the resort.
61 Ensure training records on continuous improvement are reflected in people portal accurately for the resort.
61 Go through a black belt qualification on Lean Six Sigma and leverage external mentoring opportunities to apply learning in a resort setting.
Frontline Engagement
61 Create an engagement platform for front line to submit ideas for process improvements.
61 Structure process to allocate idea suggestions around “JDI’s”, “quick wins” and “projects”.
61 Appropriate communication cycle with front line to maintain engagement.
Process Transformation
61 Use blackbelt training to provide expertise and insight into major process improvements at the resort.
61 Actively oversee at least 1 to 3 significant process improvement projects on behalf of the resort each year to demonstrate best practice on project management skills and leverage benefits in key projects for the resort.
61 Understand best practice from other resorts on core process activities and the gap analysis to the current state.
61 Act as a conduit for Merlin digital on process improvements that require technology changes. Take advantage of latest advancements from Merlin Digital such as RPA and power platforms to see if resort can take advantage of such technologies to improve processes.
89 People
61 Act as a role model for LEGOLAND and Merlin values
61 Drives positive and cooperative culture among team by leading engaging team meetings, maintaining high quality standards and coaching team members to deliver high standards.
61 Review appraisals and performance of team members and 3rd party
61 Train new and existing staff to develop best practice with regard to customer service, scheduling work and analytic work
89 HEALTH AND SAFETY
HSS at Merlin is the responsibility of all staff, so every employee has a duty to themselves, colleagues and Merlin’s guests to work safely at all times.
This means that you are expected to:
85 Follow established safe working practices and controls, use any personal protective equipment they are issued with, and abide by all relevant HSS rules and standards.
85 Report immediately any HSS incidents, including unsafe acts or conditions, near-misses and injuries.
85 Suggest any ideas you have for HSS improvements to your manager.
85 Support Merlin’s measures to improve HSS performance.
85 Participate in HSS training, campaigns and initiatives.
85 Co-operate with health screening and surveillance as required.
任职要求:
Requirements
1. 2 years working experience from multinational company and preferred from Theme Park, Hospitality or Service Industry. Less experience with 1-2 years working experience can consider Trainee for this position.
2. Operation background is preferred and Duty Manager experience in theme park is preferred
3. Proven people management experience with ability to support and develop multiple reports.
4. Strong project management skill and proven record to champion multiple projects and familiar with project management software (Microsoft PM , Wrike etc.).
5. Attention to detail and be able to plan and execute improvements within required timescales and able to maintain energy levels to achieve positive outcomes following set-backs in a change environment.
6. Able to articulate their ideas and findings as clear, targeted messages to all levels of the business.
7. Experience of delivering improvements through Lean Six Sigma frameworks as a certified Green Belt (desirable).
8. Understanding of stakeholder management with experience identifying, communicating with and building relationships with key stakeholders. Previous role from PMO for transformation project is preferred
9. Strong and proven influence skill and able to communicate effectively to engage all levels of the business and ensure everyone is brought along on the change journey.
10. Comfortable challenging the status quo and be open minded to other’s suggestions.
11. Good personal organization and time management skills; able to switch focus frequently and manage time between multiple people and projects.
12. Ability to be flexible – thinking outside of the box, not being confined to what has always been done and open to considering multiple possibilities.
13. Good English skill and strong presentation skill and familiar with PPT, PowerBI
14. Good education background with Bachelor's degree