Process Excellence Manager

35 minutes ago

Taguig, National Capital Region, Philippines Nezda Global Full time $60,000 - $120,000 per year

About the Role

As a
Global Process Excellence Manager
, you will be a key driver of strategic change, leading organizational transformation and innovation across our global platform. You will serve as an internal consultant, working directly with executive leadership to design optimal end-state processes, foster a Continuous Improvement (CI) culture, and significantly enhance performance, customer experience, and business impact.

Key Responsibilities

  • Customer Experience Leadership:
    Spearhead Service Excellence and Customer Experience initiatives, acting as a change agent to deploy customer-delight frameworks.
  • Performance Optimization:
    Collaborate with Operations to establish standards, set improvement goals, and design processes that reduce variation and meet business metrics.
  • Process Analysis & Design:
    Evaluate current-state and future-state processes using tools like Value Stream Maps and Journey Maps to design optimal End-State Processes.
  • Strategic Consulting:
    Use deep expertise in
    Enterprise or Workforce Management
    to benchmark current processes and shape future business strategies.
  • Global Transformation:
    Create and deliver on a Continuous Improvement (CI) and Transformation agenda, securing buy-in globally from cross-functional teams.
  • Team Leadership:
    Serve as a People Manager, coaching and mentoring your team while building organizational capability for CI through training.

Must-Have Qualifications

  • Minimum
    12+ years
    of overall Service Sector experience with expertise in Process Transformation and Operational Excellence.
  • Minimum
    3+ years
    of people management experience.
  • LSS
    Green or Black Belt certification
    and demonstrable experience with Lean tools (e.g., Value Stream Mapping, 5S, 5 Why Analysis) customized for Tech Processes.
  • Expertise in either
    Contracting
    or
    Workforce Management
    .
  • Exceptional analytical skills, with expertise in data analysis tools like
    Minitab
    or
    Power BI
    .
  • Experience identifying large-scale Transformative Opportunities and leading global project implementation.

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