Senior Manager

4 weeks ago

Taguig, Philippines Firstsource Full time

Firstsource Taguig, National Capital Region, Philippines

Senior Manager - Process Excellence

Firstsource Taguig, National Capital Region, Philippines

Location: Taguig, National Capital Region, Philippines

Overview

Senior Manager - Process Excellence responsible for developing and executing process improvement and digital transformation roadmaps, driving digitization and automation initiatives, and delivering measurable business impact for client and internal processes.

Responsibilities
  • Developing and Executing Key Process Improvement & Digital Transformational Project Roadmaps for the aligned businesses
  • Conduct process discoveries/analysis of existing processes, systems, and workflows to identify bottlenecks and opportunities for digital transformation using RPA, AI, Power Automate and workflows
  • Develop and implement strategies to drive digitization, automation, and process improvement initiatives
  • Provide appropriate challenge to the business to embed continuous improvement as a culture and support the delivery of outcomes in conjunction with the Change and Implementation Lead
  • Assess, Identify, and deploy intelligent automation through generative AI, Conversational bots to the aligned automation
  • Analyze customer behavior based on NPS/CSAT and suggest significant changes through digital transformations
  • Map customer journeys and identify issues/opportunities for process re-engineering and digital enhancement
  • Engage with senior stakeholders to understand requirements, conduct RCA to identify opportunities, deploy solutions and provide progress updates
  • Identify opportunities to improve business profitability and deploy solutions
  • Engage with Clients to identify opportunities and drive Key business priorities
  • Lead BB Level Projects, and coach & mentor Green Belts
  • Provide oversight for alignment to the Coe governance model, ensuring opportunities are assessed, selected and prioritized with a strategic lens and agnostic of tool
  • Provide innovative leadership in driving quality performance
  • Ensure the use of problem solving and root cause analysis where necessary
  • Deploy framework to improve Process performance on the shop floor
  • Lead VSM and Problem-Solving Workouts with the various businesses
  • Monitor & audit the deployed processes for effectiveness & efficiency
  • Responsible for generating business impact for the clients using CI methodologies and frameworks
Key Performance Indicators
  • Value delivered through projects in support functions
  • Automation identification and deployment support
  • Project Management and Process Improvement
  • Facilitate Idea generation and idea management
Qualifications & Experience
  • Strong analytical, problem solving, facilitation and project management skills
  • Experience in Value Stream Mapping
  • Experience in facilitating problem solving workshops / kaizen events / Design sprints
  • Automation experience
  • Knowledge on Generative AI, process mining tools and RPA tools
  • Process Mining certification
  • Fostering Partnerships with stakeholders
  • Customer obsession / Excellence
Educational/Vocational/Previous Experience Recommendations
  • College degree is a must
  • Minimum 3-5 years Process Excellence experience in a contact center/service environment
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Business Development and Project Management
Industries
  • Outsourcing and Offshoring Consulting

Taguig, National Capital Region, Philippines

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