Sr. Manager- Process Improvement

We are seeking a dynamic and goal-oriented individual to join our client as a Senior Manager for Service Excellence.

The Lean Six Sigma Process Improvement Manager will be responsible for leading and executing Lean Six Sigma (LSS) initiatives by collaborating with senior leaders across the organization to identify and define Lean-related business challenges, conduct fact-based analysis and problem-solving, and develop actionable recommendations. This role aims to drive measurable business impact through improvements in cost efficiency, customer experience, and demand management.

Sr. Manager / Manager for Process Improvement in this role get to:

• Ensure the timely delivery of project results that meet or exceed agreed-upon metrics or goals.
• Structures identified business challenges logically
• Mentor Project Managers on Lean Six Sigma and general project management skills
• Act as a key driver for change within the business units aligned to supporting project execution and toll-gating and helping them to learn, understand, adjust and grow with the business Lean Six Sigma transformation.
• Conduct in-depth analyses (when required), including data collection, data analyses, and synthesis of data to generate key insights for projects or Lean deployment strategies.
• Develop presentations for senior management to facilitate discussions on project or program progress, results and assistance needed from them.
• Generate insights based on tools including (but not limited to) customer interviews, desk research, discussions with Lean experts, focus groups, and surveys.
• Ensure disciplined, data-driven, well-documented approaches to improving end-to-end operational performance led by the voice of the customer.
• Quantify impact of projects on financials, productivity, customer experience.
• Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
• Provides hands-on leadership to Project Managers and Associates
• Builds a strong team and develops them to their full potential.
• Recognize when there are obstacles preventing others from achieving their goals and readily intervene and find resourceful ways to remove them.
• Develop and maintain relationships with senior leadership.

Qualifications:

• LSS Greenbelt Certified (MINIMUM)
• Completed at least 10 Greenbelt projects as Greenbelt certified for KPI Improvement such as CSAT, AHT etc. (REQUIRED)
• Experience in managing Telco and Media accounts
• 10 years of minimum experience working in BPO
• Process Improvement experience in BPO Setup is required
• At least 5 years' experience in a Process Improvement capacity
• Minimum tenure of at least 2 years in last 2 organizations
• Must be at least an incumbent Manager or current Sr. Manager

Job Types: Full-time, Permanent

Pay: Up to Php180,000.00 per month

Benefits:

• Additional leave
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Application Question(s):

• Do you have experience managing Banking & Financial Services or Collections accounts? If yes, how many years?
• How many years of Process Improvement experience do you have in a BPO setting?
• How many Green Belt projects have you completed as a Green Belt–certified professional, particularly those focused on KPI improvements such as CSAT, AHT, and similar metrics?
• Are you Six Sigma Green Belt or Black Belt certified? If so, which one?
• re you amenable to a flexible schedule and willing to work onsite or in a hybrid setup in Clark, Pampanga?

Work Location: In person