Service Management Senior Specialist

2 weeks ago

Makati City, National Capital Region, Philippines JBW Managed Services and Consulting Corp Full time $90,000 - $120,000 per year

Job Title:
Service Management Senior Specialist

Location:
Makati, Manila

Shift:
Mid-shift (3 PM – 12 MN PHST)

Level:
Level 4

Department:
Service Management

Reports To:
Service Management Director

Role Overview:

Our client, a US-based healthcare company with operations in Makati, is looking for a Service Management Senior Specialist to join their team. This role plays a vital part in analyzing and presenting data to support operational health, workforce management, business decision-making, process control, governance, and continuous improvement initiatives.

You will develop reporting tools, ensure compliance with operational standards, and optimize workflows to enhance efficiency and performance.

Key Responsibilities

Business Reporting & Insights

  • Collect, analyze, and present operational data to support decision-making
  • Develop and maintain KPI dashboards and reporting tools
  • Ensure accuracy and consistency in reporting across departments
  • Provide actionable insights to improve business performance

Process Control & Governance

  • Establish and enforce process control measures to maintain operational efficiency
  • Ensure compliance with company policies, industry regulations, and governance standards
  • Conduct audits and assessments to identify gaps and areas for improvement
  • Collaborate with stakeholders to enhance process transparency and accountability

Workforce Management

  • Analyze workforce data to optimize staffing levels and scheduling
  • Forecast staffing requirements based on business needs and workload trends
  • Develop strategies to improve employee productivity and engagement
  • Ensure compliance with labor laws and workforce management best practices

Continuous Improvement

  • Identify opportunities for process optimization and efficiency gains
  • Implement Lean, Six Sigma, or other methodologies to drive improvements
  • Facilitate training sessions and workshops on best practices
  • Monitor and evaluate the effectiveness of improvement initiatives

Qualifications & Skills

  • Bachelor's degree in Business, Finance, Data Analytics, or related field
  • 3+ years of experience in process improvement or service management
  • Strong analytical, strategic thinking, and problem-solving abilities
  • Proficiency in reporting tools such as Excel, Power BI, or Tableau
  • Excellent communication and stakeholder management skills
  • Certifications in Lean, Six Sigma (Yellow Belt or higher), Agile, PMP, or equivalent are highly desirable
  • Highly organized and able to manage multiple tasks
  • Experience with process improvement tools, service management platforms, and data analytics software
  • Confident communicator — clear, assertive, empathetic, and attentive
  • Knowledge and experience in automation (Minibots, RPA, AI) is a plus

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