Continuous Improvement Analyst_Hybrid BGC_120K

5 days ago

Taguig, National Capital Region, Philippines weSource Management Consultancy Firm Full time

Training, Communication & Engagement:

  • Develop clear, audience-appropriate communications that support programme rollouts, process changes, and service updates.
  • Facilitate training and knowledge-sharing sessions to help embed new ways of working, tools, or processes.
  • Lead planning and coordinating team engagement activities (e.g. forums, town halls, retrospectives) where relevant to programme work.

Data-Driven Insight & Analysis:

  • Support the analysis of operational data to uncover trends, root causes, and opportunities for optimisation.
  • Translate insights into actionable recommendations and improvement plans.
  • Help build and maintain dashboards or reports to support transparency, accountability, and alignment.

Programme & Improvement Delivery:

  • Support and lead cross-functional programmes aimed at improving service quality, customer experience, and operational performance.
  • Design, implement, and embed continuous improvement strategies, frameworks, and tools.
  • Collaborate with teams across Insurance, Consulting and Technology to identify pain points, define improvements, and deliver measurable outcomes.
  • Track, report, and communicate progress against programme goals, milestones, and benefits.
  • Use data and service performance metrics (e.g. incidents, SLAs, change success, feedback) to inform decisions and prioritise improvements.
  • Ensure improvement initiatives align with ITSM best practices and organisational objectives.

The Requirements

Non-Negotiable Requirements:

  • Experience in program or project management, continuous improvement, or service transformation roles
  • Experience using data tools (e.g. Excel, Power BI, Tableau) and/or service platforms (e.g. ServiceNow, BMC).

Essential experience and skills:

  • Proven experience in programme or project management, continuous improvement, or service transformation roles
  • Excellent communication and stakeholder engagement skills.
  • Capable of balancing independent ownership with cross-team collaboration.
  • Ability to work independently and take initiative.
  • Proven experience in training, communications, or business management roles
  • Good analytical and critical thinking skills, with the ability to interpret data and measure impact.
  • Ability to influence and drive change across diverse stakeholder groups.
  • Experience using data tools (e.g. Excel, Power BI, Tableau) and/or service platforms (e.g. ServiceNow, BMC).

Desirable but not essential:

  • Working knowledge of ITSM practices (e.g. incidents, SLAs, service design, change).
  • Familiarity with digital collaboration tools (e.g. Microsoft Teams, Miro).

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