Manager/Senior Manager for Service Excellence

1 hour ago

Taguig, National Capital Region, Philippines Sutherland Full time ₱1,500,000 - ₱2,400,000 per year

Company Description

Sutherland is seeking a dynamic and goal-oriented person to join us as Manager/Senior Manager for Service Excellence. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

The Lean Six Sigma Process Improvement Manager is responsible for leading and executing Lean Six Sigma (LSS) initiatives by engaging with senior leaders across the enterprise to identify and scope Lean-related business challenges, conduct fact-based analyses and problem solving, and develop actionable recommendations to drive business impact through improvements in cost, customer experience, and demand management.

Job Description

Sr. Manager / Manager for Process Improvement in this role get to:

Continuous Improvement & Transformation

  • Apply Lean/Six Sigma methodologies to improve performance, reduce waste, and enhance productivity across multiple sites and functions.
  • Lead transformational initiatives to adapt operations in line with evolving industry and market trends.
  • Define, optimize, and maintain end-to-end processes to ensure maximum efficiency.
  • Lead SLA baselining, AHT optimization, and KPI tracking to meet and exceed operational targets

Project Leadership & Delivery

  • Prioritize, scope, and execute high-impact improvement projects, ensuring delivery within budget, timelines, and defined benefits.
  • Lead cross-functional teams to map current processes, identify gaps, and implement improvement roadmaps.
  • Conduct root cause analysis (RCA) and problem-solving to address performance bottlenecks

Stakeholder Collaboration & Change Management

  • Build and maintain relationships across functions to identify improvement opportunities and implement measurement systems.
  • Partner with IT to align on current and future technology needs for process optimization.
  • Drive change management initiatives to embed a culture of continuous improvement and operational excellence.
  • Coach and mentor stakeholders at all levels to adopt Lean principles and best practices.

Performance Measurement & Governance

  • Define and monitor Key Performance Indicators (KPIs) to measure process efficiency and project impact.
  • Establish governance frameworks to sustain improvements and track benefit realization.
  • Collaborate with leadership to ensure strategic alignment and delivery of organizational goals.

Qualifications

Our most successful candidates will have:

  • Education: Bachelor's Degree required; MBA preferred but not required.

  • Certification: Certified Six Sigma Black Belt (mandatory; Green Belt Certified with significant Black Belt Trained project experience)

  • Minimum 8 years' experience in Service Excellence, Quality, or Process Improvement roles, with at least 5 years in US/UK Insurance operations.

  • Proven expertise in project management, Six Sigma/Lean initiatives, process transformation, automation, P&L analysis, and continuous improvement.
  • Technical Skills: Minitab, MS Excel, MS PowerPoint; experience in analytics and statistical problem-solving.
  • Soft Skills: Strong quantitative and analytical problem-solving ability. Ability to influence without authority and inspire cross-functional teams.

Additional Information

All your information will be kept confidential according to EEO guidelines.

  • Senior Process Excellence Manager

    2 weeks ago

    Taguig, National Capital Region, Philippines Metrobank Full time ₱2,000,000 - ₱2,500,000 per year

    Be #InGoodHands with MetrobankHere at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future...

  • Service Excellence Sr. Manager

    2 weeks ago

    Taguig, National Capital Region, Philippines Stark Asia Solutions, Inc Full time ₱1,200,000 - ₱1,800,000 per year

    QUALIFICATIONSEarned a Bachelor's Degree in any fieldSix Sigma Greenbelt/Blackbelt and /or Lean Sigma certificationAt least 5 years of managerial experience in the same industryLead experience in various operational functions in the industry like Training, Quality, Workforce, OperationsExperience in change management, stakeholder management, and influencing...

  • Process Excellence Manager

    51 minutes ago

    Taguig, National Capital Region, Philippines Google Operations Center Full time ₱2,000,000 - ₱2,500,000 per year

    Join UsAt Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join usAs a Global Process Excellence Manager you will serve as a key driver of strategic change, leading...

  • Process Excellence Manager

    2 hours ago

    Taguig, National Capital Region, Philippines Sysgen RPO, Inc. Full time $100,000 - $120,000 per year

    Work Location: Taguig - 3X onsite + 2X WFHSchedule: Flexible + ShiftingProcess Excellence ManagerService Sector :Shared Services + Banking + FinanceAs a Global Process Excellence Manager you will serve as a key driver of strategic change, leading organizational transformation and innovation across a global platform.You will work directly with executive...

  • Process Excellence Manager

    2 hours ago

    Taguig, National Capital Region, Philippines Nezda Global Full time $60,000 - $120,000 per year

    About the RoleAs aGlobal Process Excellence Manager, you will be a key driver of strategic change, leading organizational transformation and innovation across our global platform. You will serve as an internal consultant, working directly with executive leadership to design optimal end-state processes, foster a Continuous Improvement (CI) culture, and...

  • Customer Experience Operational Excellence Senior Assistant Manager

    17 minutes ago

    Taguig, National Capital Region, Philippines Unilever Full time ₱1,000,000 - ₱1,500,000 per year

    Job Title: Customer Experience Operational Excellence Senior Assistant ManagerLocation: BGC Office, PHMain Job PurposeThe role is responsible for ensuring that the overall CXOG Strategy is sufficiently developed to meet Customer Operations and Supply Chain ambitions and that these are executed as per plan. The CX Operations Excellence supports the...

  • Customer Experience Operational Excellence Senior Assistant Manager

    2 hours ago

    Taguig, National Capital Region, Philippines Unilever Full time ₱750,000 - ₱1,050,000 per year

    Job Title: Customer Experience Operational Excellence Senior Assistant ManagerLocation: BGC Office, PHMain Job PurposeThe role is responsible for ensuring that the overall CXOG Strategy is sufficiently developed to meet Customer Operations and Supply Chain ambitions and that these are executed as per plan. The CX Operations Excellence supports the...

  • Process Excellence Manager

    1 hour ago

    Taguig, National Capital Region, Philippines Google Operations Center Full time ₱1,500,000 - ₱3,000,000 per year

    Join UsAt Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join usAs a Global Process Excellence Manager you will serve as a key driver of strategic change, leading...

  • Senior Manager

    28 minutes ago

    Taguig, National Capital Region, Philippines HRTX consulting Full time ₱85,040 - ₱1,032,000 per year

    The Senior Manager is responsible for leading the end-to-end Collections and Disputes operations for the Australia/New Zealand market within a Shared Services environment. The role focuses on ensuring excellent service delivery, driving operational efficiency, strengthening internal and external stakeholder relationships, and continuously improving...

  • Senior Manager

    8 minutes ago

    Taguig, National Capital Region, Philippines LSEG Full time $90,000 - $120,000 per year

    LSEG Customer Support provides product, technical and application support for customers globally. With customer service recognized as a key differentiator between vendors across all industries, the team strives to deliver a high-performance, cost-effective service whilst providing customers with a memorable, positive experience.The Senior Manager for...