Sr. CX Process Manager

6 days ago

Taguig, National Capital Region, Philippines GCash Full time

Do you want to take the first step in making Filipinos' lives better every day? Here in GCash, we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation G ka ba? Join the G Nation today

Does

(The tasks/responsibilities that the role performs to address requirements in Key Result Areas)

  • Acts as an expert providing direction and guidance to process improvements and establishing policies.
  • Applies advanced subject matter knowledge to solve complex business problems and is regarded as a subject matter expert.
  • Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situation or data requires an in-depth evaluation of multiple factors.
  • Exercises significant independent judgment within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives.
  • Consults with senior business leaders to identify relevant quality standards and measurements for the assigned areas.
  • Manages and expands relationships with internal partners. Provides domain-specific expertise and overall quality leadership and perspective to cross-organization projects, programs, and activities.
  • Analyzes and interprets data and issue trends to effectively communicate insights to stakeholders. Provides actionable feedback and proposes changes to business processes, policies, and operational procedures to improve quality, reduce risk, and minimize the likelihood of failures.
  • Regularly reviews and assesses process workflows to identify opportunities for increased efficiency and service quality. Leads initiatives to reduce operational risks and improve overall process performance, ensuring alignment with business objectives.
  • Facilitates decision-making and information validation within the team, ensuring alignment and collaboration in achieving project goals and process improvements.
  • Manages and mentors a team of process designers and improvement specialists. Fosters a culture of continuous learning and growth within the team. Sets performance goals and guides team members in the execution of process improvement projects.
Continual Improvement for Customer Experience
  • Process Design: Enable straight-through processing by bridging front-end systems to back-office processes. Develop stop-gap solutions with agility to address unforeseen system issues, minimizing customer impact.
  • Agile & Design Thinking: Apply Design Thinking principles to identify user-centered solutions and utilize Agile methodologies to iterate and deliver process improvements. Lead initiatives by outcomes, creating flexible, scalable solutions that align with changing business requirements.
  • Process Mining & Automation: Develop strategies on process analytics and monitoring by leveraging process mining tools and techniques to gain insights into current state processes, identify inefficiencies, and track performance metrics. Work with Operations, Technology, and RPA teams to implement automation solutions.
  • Change Management: Champion change management efforts to ensure smooth adoption of new processes, technologies, and methodologies. Work with stakeholders to address resistance and ensure successful implementation of process changes.
  • Best Practice Development: Continuously develop and refine best practices, process documentation, and tools that support the organization's ongoing commitment to process excellence and innovation.
QUALIFICATIONS

(Minimum requirements in terms of experience and background, skills and competencies for sourcing purposes)

  • Bachelor's degree in Technology, Operations Management, Customer Experience, or a related field.
  • 8-10 years of experience in process management, operations management, or IT service management, with at least 3-5 years in a senior or leadership role.
  • Proven experience in applying Lean, Six Sigma (Black Belt/Green Belt), Agile, and Design Thinking methodologies to drive operational improvements.
  • Familiarity with process mining tools (e.g., Celonis, Signavio) and experience implementing Automation solutions (e.g., UiPath, Automation Anywhere, Blue Prism).
  • Hands-on experience leading cross-functional teams and managing process improvement initiatives in a large, complex organization.
  • Expertise in data analysis, performance metrics, and process mapping.
Displays

(The Knowledge, Skills, and Behaviors indicating how tasks/responsibilities will be performed)

  • Strong communication and stakeholder management skills to effectively engage with senior management, cross-functional teams, and external partners.
  • Problem-solving and critical thinking skills, with the ability to perform root cause analysis and implement long-term solutions.
  • Experience in team leadership and project management, with the ability to lead complex projects and drive results.
  • Demonstrated change management expertise, including the ability to guide teams through transitions and process changes.
  • Strong commitment to process improvement, efficiency, and quality.
  • Ability to work in a dynamic environment with competing priorities.
  • Fosters collaboration across teams and departments, encouraging innovation and problem-solving.
What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country. Working with a dynamic and highly collaborative team who want to change the game. A company that values their people with a highly competitive and flexible compensation and benefits package.

#J-18808-Ljbffr

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