Senior Manager

1 day ago

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

Job DescriptionSutherland is seeking a dynamic and goal-oriented person to join us as 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. Responsibilities of the Senior Manager for Process Improvement include:Ensure the timely delivery of project results that meet or exceed agreed-upon metrics or goals. Structure identified business challenges logically.

Act as a key driver for change within the business units, supporting project execution and toll-gating, and helping teams learn, understand, adjust, and grow with the Lean Six Sigma transformation. Conduct in-depth analyses, including data collection, data analysis, and synthesis, to generate key insights for projects or Lean deployment strategies. Develop presentations for senior management to facilitate discussions on project or program progress, results, and support needed from leadership.

Generate insights using tools such as customer interviews, desk research, discussions with Lean experts, focus groups, and surveys. Ensure disciplined, data-driven, well-documented approaches to improving end-to-end operational performance, guided by the voice of the customer. Quantify the impact of projects on financials, productivity, and customer experience.

Promote a risk-aware culture and ensure effective risk and compliance management practices by adhering to standards and processes. Provide hands-on leadership to Project Managers and Associates. Recognize obstacles that prevent others from achieving their goals and intervene resourcefully to remove them.

Develop and maintain relationships with senior leadership. QualificationsBachelor's degree

Six Sigma Green Belt certification from a reputed institution like ASQPMP / Prince 2 certification is an advantage

Minimum of 10 years' experience, with at least 5 years in process excellence, particularly with voice & chat programs (not Backoffice)Experience completing 8 to 10 Green Belt projects with measurable dollar savings

Proven track record of improving metrics such as CSAT, NPS, AHT for voice & chat programs

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

Experience managing Lean Six Sigma projects and driving results

Strong communication, interpersonal, presentation, and organizational skills

Ability to communicate effectively at all organizational levels, including senior leadership

Proven ability to work effectively in ambiguous situations

Highly motivated, ownership-driven, and proactive

Strategic and innovative thinking capabilities

Proficiency in Minitab, JASP, or similar statistical software

Comfort with statistical analysis and hypothesis testing (e.g., t-tests, ANOVA, Chi-Square, regression)Experience using graphical tools like histograms, boxplots, Pareto charts, and scatter plots

Experience applying DMAIC methodology for process improvement

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