Service and Continuous Improvement SME

2 days ago

Manila, National Capital Region, Philippines Private Advertiser Full time ₱1,500,000 - ₱2,500,000 per year

Role Overview

The Service Improvement & Continuous Improvement SME will lead initiatives aimed at enhancing service delivery, operational efficiency, and customer satisfaction. This role is responsible for designing and executing improvement plans using Six Sigma, Lean, and other methodologies, and will serve as a strategic partner to leadership in driving a culture of continuous improvement across the organization.

Job Responsibilities:

  • Develop and implement Service Improvement Plans (SIPs) and Continuous Improvement Plans (CIPs) based on service level reviews and operational assessments
  • Lead Six Sigma and Lean projects to identify root causes, reduce waste, and improve quality and performance
  • Facilitate Kaizen events, workshops, and training sessions to promote continuous improvement of culture
  • Analyze business processes and performance metrics to identify improvement opportunities
  • Collaborate with cross-functional teams to implement solutions and monitor outcomes.
  • Serve as a coach and mentor for Six Sigma practitioners and operational teams.
  • Document improvement efforts, outcomes, and lessons learned for organizational knowledge sharing.
  • Support strategic planning and capacity alignment efforts, including SME deployment and coaching models

Job Qualifications:

Education & Experience

  • Bachelor's degree in Business, Engineering, IT, or related field.
  • Six Sigma certification (Green Belt or higher); Lean certification preferred.
  • 5+ years of experience in process improvement, service delivery, or operational excellence.
  • Proven track record of leading successful Six Sigma or Lean projects.
  • Strong analytical, facilitation, and project management skills.
  • Excellent communication and stakeholder engagement abilities.

Skills & Competencies

  • Strong collaboration, communication and interpersonal skills with the ability to work on a fast paced environment
  • Deep understanding of ITIL framework, ITSM and service management principles.
  • Familiarity with Service Desk or Helpdesk Operations
  • Excellent organizational and multitasking abilities, with keen attention to details.
  • Willing to work on US Daytime schedule and follow US Flexible Holiday
  • Experience in healthcare, managed care, or technical support environments.
  • Experienced in utilizing Kaizen specific tools such as 5 whys analysis, fishbone diagram, PDCA Cycle Templates, Pareto Charts, etc
  • Familiarity with tools like MS Project, SharePoint, and enterprise ticketing systems
  • Exposure to coaching models and SME deployment strategies as discussed in Operations + Six Sigma Assessment
  • Ability to lead cross-functional teams and influence change across multiple business units.

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