Sr Manager Process Improvement

4 days ago

Clark Freeport and Special Economic Zone Central Luzon, Philippines TaskBridge Hub Full time

Role: Sr Manager Process Improvement (Service Excellence)

Account: Telco and Media

Location: CLARK

Work Set-up: Onsite

Work Schedule: Flexible

Salary: 180,000 base pay + 20,650 allowance with sign on bonus

About the Role:

The Senior Manager for Process Improvement (Service Excellence) will play a key leadership role in driving operational excellence across Telco and Media accounts. This position is responsible for identifying, designing, and implementing strategic process improvement initiatives to enhance performance, customer satisfaction, and efficiency. The role requires strong analytical thinking, hands-on experience in Lean Six Sigma methodologies, and the ability to collaborate effectively with cross-functional teams to achieve measurable results in key metrics such as CSAT, AHT, and overall service delivery.

Qualification:

  • Lean Six Sigma Green Belt Certification (minimum requirement)
  • Strong background in managing Telco and Media accounts
  • Proven track record in Process Improvement within a BPO environment
  • Minimum of 5 years' experience in a Process Improvement leadership role
  • Demonstrated employment stability, with at least 2 years' tenure in each of the last two organizations
  • Successful completion of Green Belt projects driving KPI improvements such as CSAT, AHT, and related metrics
  • Currently holds a Manager or Senior Manager position (or equivalent)
  • Flexible with work schedules as required by business needs
  • Willing to work onsite in Clark, Pampanga

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