Process Improvement Leader

4 days ago

Manila, National Capital Region, Philippines beBeeExcellence Full time $90,000 - $120,000
Service Excellence Manager

Sutherland is seeking a dynamic and goal-oriented professional to join our team. We are a group of driven and hard-working individuals who share a passion for delivering exceptional results.

The ideal candidate will have a proven track record of leading and executing process improvement initiatives, with expertise in Lean Six Sigma and change management. They will be responsible for engaging senior leaders across the enterprise, identifying business challenges, conducting fact-based analyses, and developing actionable recommendations to drive business impact.

This role offers a unique opportunity to work with iconic brands worldwide, leveraging cutting-edge technology and business process excellence to deliver transformative outcomes and enduring relationships.

  • Key Responsibilities:
  • Lead and execute process improvement initiatives, leveraging Lean Six Sigma methodologies and tools.
  • Mentor Project Managers on process improvement and general project management skills.
  • Develop presentations for senior management to facilitate discussions on project or program progress, results, and assistance needed from them.
  • Conduct in-depth analyses, including data collection, data analysis, and synthesis of data to generate key insights for projects or process deployment strategies.
  • Ensure disciplined, data-driven approaches to improving end-to-end operational performance led by the voice of the customer.
  • Promote a risk-aware culture, ensuring efficient and effective risk and compliance management practices.

Requirements:

  • Bachelor's degree.
  • Six Sigma Green Belt certified from a reputed institution.
  • PMP / Prince 2 certification would be an advantage.
  • Minimum of 10 years' experience with at least 5 years in process excellence function, with experience of voice & chat programs.
  • Completed at least 8 to 10 GB projects with dollar savings.
  • Improved metrics like CSAT, NPS, AHT, etc., for voice & chat programs.
  • Experience in change management, stakeholder management, and influencing people without authority.

About Us:

We bring together human expertise and artificial intelligence to develop digital chemistry, unlocking new possibilities and transformative outcomes.

All your information will be kept confidential according to EEO guidelines.

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