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Operational Improvement Director

1 week ago

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

We are looking for a Business Process Transformation Lead who can drive process excellence and customer experience innovation at Globe Telecom, Inc.

About the Position

The Senior CX Process Manager will be responsible for leading process improvements, establishing policies, and driving operational efficiency, collaborating with cross-functional teams to achieve business objectives.

Key Accountabilities
  • Leads process improvements, establishing policies to ensure operational efficiency and customer satisfaction.
  • Drives process excellence through the application of Lean, Six Sigma, Agile, and Design Thinking methodologies.
  • Collaborates with senior business leaders to identify relevant quality standards and measurements, exercising significant independent judgment to determine the best approach.
  • Provides expert guidance on process improvements, analyzing and interpreting data and issue trends to communicate insights to stakeholders.
  • Leverages process mining tools and techniques to gain insights into current state processes, identifying inefficiencies and tracking performance metrics.
  • Works with Operations, Technology, and RPA teams to implement automation solutions, championing change management efforts to ensure smooth adoption of new processes and technologies.