It Service Performance And Improvement Manager

IT Service Performance And Improvement Manager

Role: IT Service Performance And Improvement Manager

Location: Philippines

Salary: ₱900,000 - ₱1,200,000 Y

Posted: today

Job Description

The Business Excellence Manager is responsible for leading a team of CX Specialists in executing Lean Six Sigma and automation initiatives. This role focuses on driving client-specific process improvements, targeting operational inefficiencies, and developing tailored solutions for smaller or high-growth potential accounts. The goal is to achieve measurable improvements in efficiency, cost reduction, and client satisfaction.

Responsibilities

• Lead the identification, scoping, and execution of client-focused Lean Six Sigma and automation initiatives, addressing specific client needs and operational inefficiencies.
• Target smaller or high-growth potential accounts, accelerating growth through tailored process improvements and automation, directly contributing to client satisfaction and revenue generation.
• Create value-generation roadmaps for identified campaigns, ensuring a pipeline of process improvement and automation opportunities that can be monetized as value-added services for clients.
• Manage and coach a team of CX Specialists to ensure the successful execution of Lean Six Sigma projects, focusing on tactical solutions that enhance operational efficiency and customer experience.
• Collaborate with client-facing teams to drive operational growth for smaller accounts, scaling process improvements and aligning CX resources with revenue thresholds.
• Assist clients in identifying operational challenges and propose Lean and automation-based solutions aligned with their business needs and growth objectives.
• Oversee resource allocation to key client accounts, ensuring optimal management for maximum client and operational impact.
• Manage client relationships to align process improvement initiatives with client goals and explore opportunities to up-sell dedicated resources for more intensive support.
• Document, monitor, and report on CX projects, providing regular updates on progress, milestones, and outcomes to both clients and senior leadership.
• Track and report measurable outcomes from process improvements and automation, such as cost reductions, efficiency gains, and client satisfaction improvements.
• Spearhead innovative solutions leveraging process improvement techniques and emerging automation technologies, delivering rapid results that align with client needs and drive operational efficiency.
• Collaborate with the Director of Business Excellence to ensure client-focused projects align with broader business strategy while owning the tactical execution.
• Identify and implement quick-win solutions that offer immediate value to clients, setting the stage for more complex initiatives.
• Equip CX Specialists to manage operational execution, addressing client-specific challenges promptly and effectively.

Requirements

• Six Sigma Green Belt Certification is required; Black Belt certification or training is a plus.
• Proven experience in leading process improvement projects focused on operational efficiency, cost savings, and revenue growth at the client level.
• Experience in system deployment and operational maintenance (e.g., RPA, QMS, LMS) with a focus on delivering client-centric solutions.
• Strong knowledge of customer experience metrics such as NPS or CSAT, and how these metrics can be improved through process optimization.

Experience

• Minimum 3 years of experience in a Customer Experience or Process Improvement role.
• Strong leadership and people management skills, including the ability to coach and develop a team of CX Specialists for high-impact results.
• Excellent communication, stakeholder management, and project management skills.
• Strong problem-solving and analytical skills, with a track record of delivering process improvements and ROI-positive outcomes.

Educational Qualifications

• Relevant degree or equivalent professional experience in a related field.
• Knowledge of data analytics, performance management, or reporting tools such as Power BI is a plus.
• Ability to manage multiple priorities, work under tight deadlines, and ensure high-quality project delivery at the client level.

Process Improvement Manager

Pasig City, National Capital Region ₱1,800,000 - ₱2,500,000 Y Jollibee Group

Posted: today

Job Description

The Process Improvement Manager for MultiBrand is responsible for integrating the different restaurant systems of the JFC brands. This involves developing, implementing, and continuously improving the Restaurant Operating Systems operating in a multi-brand store. The role will also be involved in restaurant engineering (equipment and store layout) through Systems and Agile Systems Thinking to enhance operational efficiency, improve consumer experience, and support the overall business objectives of MultiBrand. The role will heavily collaborate with the brand's Restaurant Systems Teams along with other internal and external stakeholders to ensure seamless integration of systems and processes.

PRIMARY RESPONSIBILITIES

• Owns the Restaurant Operating Systems of MultiBrand and ensures operational excellence by addressing consumer and customer feedback, business channel integration, and frictionless store consumer and customer experience.
• Leads the development and translation of different brands' Restaurant Operating Systems to MultiBrand. Continuously assesses and optimizes system performance to enhance operational efficiency and consumer experience.
• Plans and executes system upgrades and enhancements, keeping technology current and aligned with business needs.
• Drives the team to operationalize and standardize new and existing store tools and systems to enable operational excellence.
• Leverages data sources and systems to identify opportunities for innovation and recommend solutions to enhance consumer experience and streamline operations.
• Ensures seamless integration of restaurant systems to improve processes across store functions.
• Keeps up-to-date with industry trends and evaluates their potential application to store operations.
• Owns the Above Restaurant Systems Development for MultiBrand.
• Ensures store network performance by providing management guidelines and toolkits for Operations Leaders (Area Managers/Operations Directors) covering business pillars: Sales, Profit, FSC, People, and Compliance.
• Drives the team to operationalize and standardize management tools and systems to support planning, target setting, standards checking, review, coaching, and documentation.
• Leverages data sources and systems to identify opportunities for innovation and recommend solutions to improve operations.

Business Continuity Planning and Risk Management

• Conducts process gap analysis and recommends system improvements and innovations.
• Reviews products, systems, data, and other elements to assess potential risks and identify mitigation strategies.
• Presents relevant issues for Operations, MultiBrand Workgroup, RS Council, and JFC PH LT approval, recommending action steps to address risks.
• Communicates agreed action plans, defines accountability, and ensures issue resolution within agreed timelines.
• Keeps up-to-date with regulatory requirements (LGU ordinances, bills, Republic Acts) to ensure store compliance.

Stakeholder Management

• Develops and maintains strong relationships with equipment and technology vendors and suppliers, acting as the main point of contact for Restaurant Systems.
• Collaborates with cross-functional teams to ensure systems and tools meet business requirements.
• Works with Operations and Franchising Units to ensure franchisees are updated with store systems and technology tools.
• Works with Procurement to define service level agreements and contractual documents, ensuring business requirements are met.

POSITION QUALIFICATIONS

• Graduate of Industrial Engineering or a related course. Post-graduate studies in related fields are an asset.
• 5-7 years of relevant experience in a progressive capacity.
• Proven ability to work effectively in a team environment and matrix structure.
• Amenable to work in Ortigas Pasig (hybrid work setup)
• Strategic Thinking: Manages long-term vision while executing short-term objectives.
• Superior Communication: Effectively communicates to gain buy-in, engagement, and alignment with stakeholders.
• Problem-Solving: Uses rigorous logic to develop innovative and effective solutions.
• Project and Resource Management: Ensures efficient and impactful use of project resources.
• Negotiation: Capable of reaching mutually beneficial solutions in a timely and effective manner.

Jollibee Foods Corporation is the hiring entity for this requisition.

Process Improvement Manager

Posted: today

Job Description

JOB SUMMARY:

Assesses the adequacy and effectiveness of internal controls and identify gaps. Recommends and documents improvement on processes and controls based on the assessment.

Qualifications

• Bachelor's degree in Accountancy
• CPA required
• Experience with one of the Top External Audit Firms
• Experience in internal audit
• Strong written and oral communication
• ERP experience
• MS Office proficiency, especially Excel

Job Types: Full-time, Permanent

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