Senior Manager, Process Improvement

2 days ago

Manila, National Capital Region, Philippines GodHeir Services Full time ₱1,200,000 - ₱3,600,000 per year

Location:
Multiple locations

Work Setup:
Onsite

Schedule:
Night Shift

Start Date:
Immediate

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

The Service Excellence Senior Manager will lead and execute process improvement initiatives, partnering with senior leaders across the organisation to identify business challenges, perform data-driven analyses, and deliver recommendations that enhance cost efficiency, customer experience, and demand management.

If you are a seasoned Six Sigma professional seeking a dynamic role in process optimisation, this is your chance to drive impactful change

In this position, you will spearhead innovative projects to meet operational and client objectives, maximising efficiency and financial performance. Key contributions include:

  • Collaborating with cross-functional teams to optimise efficiency metrics, achieve high performance standards, expand business opportunities, and enhance customer value through targeted projects;
  • Assisting delivery teams in attaining top-tier client performance levels via gap analysis and improvement initiatives;
  • Supporting site operations to meet financial targets through high-impact projects focused on revenue optimisation, risk mitigation, and cost reductions;
  • Driving focus on key performance metrics for assigned areas;
  • Performing regular audits and reporting to ensure adherence to contractual and regulatory standards (e.g., service agreements and government requirements);
  • Partnering with leaders to maintain compliance with organisational policies and procedures;
  • Validating control plans and governance frameworks; and
  • Developing and maintaining operational excellence dashboards (e.g., project trackers, action item logs).

Minimum Qualifications:

  • Bachelor's Degree in any field
  • Six Sigma Greenbelt/Blackbelt and/or Lean Six Sigma certification
  • At least 5 years of managerial experience in the BPO industry
  • Proven leadership in operational areas such as Training, Quality, Workforce Management, or Operations
  • Experience in change management, stakeholder engagement, and influencing without direct authority
  • Strategic and innovative thinking capabilities
  • Background in managing collections or similar accounts
  • Strong project management expertise
  • Solid foundation in process development and improvement

Preferred Experience:

  • Lean Six Sigma Greenbelt certification
  • Process improvement background in BPO environments
  • 5+ years in process improvement roles
  • At least 2 years of tenure in each of the last two organisations
  • Completion of Greenbelt projects with success in improving KPIs like CSAT, AHT, etc.
  • Current role as Manager or Senior Manager

Apply now to elevate your career in process excellence

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