Process Improvement Manager

2 weeks ago

Clark Freeport and Special Economic Zone Central Luzon, Philippines GodHeir Services Full time

Job Post: Senior Manager, Process Improvement (Service Excellence)

Location:
Clark, Pampanga

Work Setup:
Onsite

Schedule:
Flexible

Start Date:
ASAP

Compensation:
PHP 180,000 base salary + PHP 20,650 allowance + sign-on bonus

We are looking for an experienced Senior Manager to lead process improvement initiatives within a dynamic BPO environment focused on Service Excellence for a major Telco and Media account.

Key Responsibilities:

  • Drive continuous improvement projects aimed at enhancing key performance indicators (e.g., CSAT, AHT, and other service metrics)
  • Lead and mentor teams in applying Lean Six Sigma methodologies
  • Collaborate with operations to identify, analyse, and implement process optimisations

Qualifications:

  • Bachelor's Degree in any field
  • Lean Six Sigma Green Belt certification (minimum)
  • At least 10 years of experience in the BPO industry
  • Proven experience managing or supporting Telco and Media accounts
  • Minimum 5 years in a dedicated Process Improvement role
  • Track record of successfully completing Green Belt projects that delivered measurable KPI improvements (e.g., CSAT, AHT)
  • Current or most recent role as Manager or Senior Manager
  • Stable tenure with at least 2 years in each of the last two organisations
  • Must be willing to work onsite in Clark, Pampanga and on a flexible schedule

If you meet the above requirements and are ready to take on a high-impact leadership role, we'd love to hear from you. Please submit your updated CV along with your answers to the screening questions below.

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