Senior Manager Process Improvement

3 weeks ago

Manila, Philippines Gratitude Inc Full time

The Service Excellence Sr Manager is responsible for leading and executing Six Sigma initiatives by engaging with senior leaders across the enterprise to identify and scope related business challenges, conduct fact-based analyses and problem solving, and develop actionable recommendations to drive business impact through improvement in cost, customer experience, and demand management.

As a Service Excellence Manager, you will innovate process improvement projects to achieve internal and external goals while earning maximum potential revenue and margin. You will contribute by:

Key responsibilities:

  • Working collaboratively with the team to achieve optimal results on efficiency metrics and help them achieve promoter status, grow current business and win new clients through projects that will improve customer lifetime value;
  • Support the Service Delivery team to reach Platinum Standards in Client metrics through gap analysis and improvement projects;
  • Support Site activities in ensuring achievement of healthy financial goals by delivering high impact projects targeting financial gains such as Bonus maximization, penalty management and operational costs reduction;
  • Support Focus Metrics activities with the site assigned;
  • Conduct regular audits and reporting against compliance with contractual and regulatory requirements (i.e. SOW and government requirements);
  • Team up with site/client leaders in upholding compliance in all organization policies and standard procedures;
  • Validate control plans and governance processes set up in the business; and
  • Maintain and publish OE dashboards (like projects, OE action item tracker, etc.).

Minimum qualifications:

  • Earned a Bachelor’s Degree in any field
  • Six Sigma Greenbelt/Blackbelt and /or Lean Sigma certification
  • At least 5 years of managerial experience in the same industry
  • Lead experience in various operational functions in the industry like Training, Quality, Workforce, Operations
  • Experience in change management, stakeholder management, and influencing people without authority
  • Capacity to think strategically and innovatively
  • Experience in managing collections accounts
  • Excellent Project Management skills
  • Strong background on process development and improvement

Qualifications:

  • LSS Greenbelt Certified
  • Process Improvement experience in BPO Setup is required
  • At least 5 years’ experience in a Process Improvement capacity
  • Minimum tenure of at least 2 years in last 2 organizations
  • Completed GB projects for KPI Improvement such as CSAT, AHT etc.
  • Must be at least an incumbent Manager or current Sr. Manager
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