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Process Excellence Specialist

1 week ago

Manila, National Capital Region, Philippines Globe Telecom, Inc. Full time

As a key member of the Globe Telecom, Inc. team, you will play a pivotal role in driving process excellence and customer experience innovation.

Job Summary

The Senior CX Process Manager is responsible for leading process improvements and establishing policies that drive operational efficiency and customer satisfaction.

Key Responsibilities
  • Provides expert guidance on process improvements and establishes policies to ensure operational efficiency.
  • Applies advanced subject matter knowledge to solve complex business problems and serves as a subject matter expert.
  • Frequently contributes to the development of new ideas and methods, working on complex problems that require 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 assigned areas.
  • Manages and expands relationships with internal partners, providing 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, providing actionable feedback and proposing 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, leading 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, fostering a culture of continuous learning and growth within the team, setting performance goals, and guiding team members in the execution of process improvement projects.