Sr. Manager – Process Improvement

5 days ago

Davao City, Davao, Philippines PROTALENTNEXUS CONSULTING Full time

Sr. Manager – Process Improvement (Telco & Media)

Location: Clark, Pampanga (Onsite)

Employment Type: Full-time | Mid Management

Salary: ₱180,000 base + ₱20,650 allowance + Sign-on bonus

Work Schedule: Flexible

About the Role

Sutherland is seeking a results-driven Senior Manager for Process Improvement (Service Excellence) to lead strategic transformation initiatives for our Telecom and Media accounts. The ideal candidate is an experienced Lean Six Sigma professional with a strong track record in driving KPI improvement, operational excellence, and cross-functional process innovation within a BPO environment.

Key Responsibilities

Lead and manage process improvement initiatives across Telco and Media operations.

Drive KPI enhancement projects focusing on metrics such as CSAT, AHT, and overall customer experience.

Implement Lean Six Sigma methodologies to optimize workflows and eliminate inefficiencies.

Collaborate with senior leadership to identify, analyze, and execute improvement opportunities.

Provide mentorship and guidance to process improvement teams to ensure project success.

Monitor and report progress of GB/BB projects and ensure business impact delivery.

Qualifications

Lean Six Sigma Greenbelt Certification (minimum requirement).

10+ years of experience in the BPO industry with solid exposure to Telco and Media accounts.

Minimum 5 years of experience in a dedicated Process Improvement role.

Proven record of successfully leading Greenbelt projects focused on KPI improvement.

Minimum 2-year tenure in each of the last two organizations.

Currently serving as a Manager or Senior Manager in a process improvement or operations capacity.

Excellent analytical, communication, and leadership skills.

Must be willing to work onsite in Clark, Pampanga on a flexible schedule.

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