Quality and Process Excellence Expert

2 days ago


Manila, National Capital Region, Philippines ING Hubs Philippines Full time
Quality

Responsible for leading the end-to-end establishment and administration of the quality management framework anchored to drive operational excellence and service satisfaction of its customers and stakeholders.

Main Tasks / Important Responsibilities And Results
  • Develop, implement, and maintain the Quality Management Framework to ensure compliance with regulatory requirements of GDPR and operational standards.
  • Establish quality objectives and metrics that align with CPS business goals/targets.
  • Ensure the effectiveness of the QMF through monitoring, measuring, and reporting on the key performance indicators.
  • Collaborate with cross-functional & geographical teams to identify and mitigate quality risks.
  • Drive root cause analysis and corrective actions to address quality issues and prevent their recurrence.
  • Recommend insights to the CPS management team and work closely with the business manager and process excellence lead to optimize people, process, technology, and drive improved CPS performance.
  • Conduct trend analysis and work with employee journey experts to understand customer expectations to drive their satisfaction with CPS services.
  • Provide leadership and support for team-specific quality audits and investigations.
  • Effectively communicate updates and developments with CPS members, stakeholders, and management.
  • Produce statistical reports and insights on quality performance.
  • Implement quality policies and processes to ensure a positive and productive work environment.
  • Lead the weekly/bi-monthly/monthly quality reviews with teams and internal stakeholders.
Process Excellence

Drive excellent Operations Management practices in accordance with ING Hubs standard principles. Lead CPS-wide process optimization and efficiency improvements using multiple methodologies including analytical process modeling, workflow design, and automation.

You will intensively use LEAN Six Sigma principles and methodologies to provide training and ensure integrity and consistency in all initiatives and allocated tasks. You will work with operational teams within CPS to analyze, review, identify, and document business process improvement opportunities.

General Responsibilities
  • Act as a mentor and advocate to country stakeholders and the CPS management team to promote and encourage continuous process improvement.
  • Identify, understand, and manage inter-project dependencies, risks, and issues.
  • Deliver progress status reporting to country stakeholders and the CPS management team.
  • Provide independent consultation and support in the delivery of CPS change opportunities and recommendations.
  • Act as a source of structured change management and process improvement expertise.
  • Plan, coordinate, and consult on projects across CPS to ensure delivery in a consistent and effective manner.
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