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Continuous Improvement Manager

3 weeks ago

Quezon City, National Capital Region, Philippines weSource Management Consultancy Firm Full time
Job Description

We are looking for a highly skilled Business Associate Manager for Continuous Improvement to join our team at weSource Management Consultancy Firm.

This is a hybrid role, requiring 2-3 times a week on-site presence. The ideal candidate will have experience in driving improvement projects and redesigning processes to suit the company's improvement plan.

The successful candidate will work closely with the operations team to collect data and assess the current situation, network with other experts to exchange learnings and good practices both internally and externally, and develop and execute key process excellence & digital transformational project roadmaps for aligned businesses.

Key Responsibilities

Performance Management:

  • Drive improvement projects/activities across the vertical.
  • Redesign processes to suit the improvement plan.
  • Work closely with the operations team to collect data and assess the current situation.
  • Network with other experts to exchange learnings and good practices both internally and externally.
  • Develop and execute key process excellence & digital transformational project roadmaps for aligned businesses.
  • Interact with clients to understand key business priorities.
  • Provide innovative leadership driving quality and performance.
  • Ensure the use of problem-solving and root-cause analysis where necessary.
  • Deploy Lean Six Sigma framework to improve process performance.
  • Lead VSM and problem-solving workouts with the aligned businesses.
  • Monitor and audit the deployed processes for effectiveness and efficiency.
  • Responsible for generating business impact for the client using CI methodologies and frameworks.

People Management:

  • Handle and resolve inconsistencies of the team as it involves conflicting views and opinions.
  • Conduct quality meetings and expand training knowledge through seminars while keeping abreast of current quality issues.
  • Develop and train analysts through coaching, providing work guidance and motivation, including counseling for disciplinary actions.
  • Communicate account overall process improvement performance to business heads.

Process Improvement:

  • Provide continuous improvement of processes and systems.
  • Conduct process improvement plans and quality communication with clients, operations, and training management.

Technical:

  • Design and implement reports to establish patterns and trends of quality issues as they arise.
  • Able to provide quantifiable data to all quality judgments made.
  • Conduct Lean Six Sigma training and certification programs.
Educational Qualification
  • Bachelor's Degree in a related field from a four-year college or university.
  • Minimum 2 years experience as a QA Lead, preferably in the BPO industry.
  • Advanced experience with quality audits and audit hosting.
  • Minimum 2 years of call center experience in supported accounts as a Business Excellence Lead.