Senior Process Improvement Manager

1 week ago

Clark Freeport and Special Economic Zone Central Luzon, Philippines BEWAHARVEST Full time ₱2,000,000 - ₱2,500,000 per year

Role: Senior Process Improvement Manager - BPO

Reports to: Senior Director

Work set up: Work Onsite/Hybrid

Work location: Clark, Pampanga

Work schedule: Night shift schedule (weekends off)

Target start date: November 2025

Salary and Benefits:


•Competitive Salary up to PHP ( all-in package)


•Performance incentive - quarterly


•Relocation assistance available (details to be discussed during the interview)

Minimum qualifications:


•Earned a Bachelor's Degree in any field (Mandatory)


•Experience in collections or banking accounts in BPO setting for 5 to 8 years (Mandatory)


•Six Sigma Greenbelt/Blackbelt and /or Lean Sigma certification (Mandatory)


•At least 5 years of managerial experience in the BPO industry (Mandatory)


•Lead experience in various operational functions in the industry like Training, Quality, Workforce, Operations


•Experience in change management, stakeholder management, and influencing people without authority


•Capacity to think strategically and innovatively


•Experience in managing collections accounts


•Excellent Project Management skills


•Strong background on process development and improvement

Key responsibilities:


•Work collaboratively with the team to achieve optimal results on efficiency metrics and help them achieve promoter status, grow current business and win new clients through projects that will improve customer lifetime value;


•Support the Service Delivery team to reach Platinum Standards in Client metrics through gap analysis and improvement projects;


•Support Site activities in ensuring achievement of healthy financial goals by delivering high impact projects targeting financial gains such as Bonus maximization, penalty management and operational costs reduction;


•Support Focus Metrics activities with the site assigned;


•Conduct regular audits and reporting against compliance with contractual and regulatory requirements (i.e. SOW and government requirements);


•Team up with site/client leaders in upholding compliance in all organization policies and standard procedures;


•Validate control plans and governance processes set up in the business; and


•Maintain and publish OE dashboards (like projects, OE action item tracker, etc.).

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