Sr. Manager

2 days ago

Clark Freeport Zone Pampanga, Philippines Sutherland Full time

Sutherland is seeking an analytical and attentive person to join us as a Process Improvement Sr. Manager for Service Excellence

The Process Improvement Sr. Manager. will help organize, plan, and implement best practice strategies to ensure optimal campaign and performance results. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Managers in this role get to:

Strengthen relationships: Coordinate business efforts across functional units and manage client and vendor relationships.

Keep management updated: Prepare staff progress and productivity reports.

Impact the bottom line: Help develop, deploy, and maintain performance and workforce reports; ensure operating environment is conducive to delivery of financial, KPI, and employee engagement goals.

Improve the company: Contribute to project management and process improvement; own the effectiveness and execution of the change management process.

Set the path to success: Coordinate and conduct candidate interviews; supervise staff training and motivational and incentive programs.

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

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