Senior Manager, Process Improvement

2 hours ago

Clark Freeport and Special Economic Zone Central Luzon, Philippines GodHeir Services Full time ₱1,500,000 - ₱2,500,000 per year

Location:
Clark, Pampanga (Onsite/Hybrid)

Schedule:
Flexible

Start Date:
ASAP

Reports to:
Senior Director

We are seeking a highly skilled Manager/Senior Manager in Process Improvement to drive operational excellence and lead Six Sigma initiatives in a dynamic BPO environment. Ideal candidates are experienced Six Sigma practitioners with a strong background in process improvement, particularly in collections or banking accounts. You must be willing to work onsite/hybrid in Clark, Pampanga, and embrace a flexible schedule.

Salary and Benefits:

  • Base Pay: PHP 160,000
  • Allowance: PHP 20,650
  • Performance Incentive: Quarterly
  • Relocation Assistance: To be discussed during the interview

Minimum Qualifications (Mandatory and Non-Negotiable):

  • Earned a Bachelor's Degree in any field
  • 5-8 years of experience in collections or banking accounts in a BPO setting
  • Lean Six Sigma (LSS) Blackbelt Certification (minimum)
  • At least 5 years of managerial experience in the BPO industry

Preferred Qualifications:

  • Lead experience in operational functions such as Training, Quality, Workforce, or Operations
  • Experience in change management, stakeholder management, and influencing without authority
  • Strategic and innovative thinking capacity
  • Experience managing collection accounts
  • Excellent Project Management skills
  • Strong background in process development and improvement

Role Overview:

The Manager/Senior Manager, Process Improvement, will lead and execute Six Sigma initiatives by collaborating with senior leaders to identify business challenges, perform fact-based analyses, and deliver actionable recommendations that enhance cost efficiency, customer experience, and demand management. You will drive innovative process improvement projects to maximise revenue, margins, and internal/external goals.

Key Responsibilities:

  • Collaborate with teams to optimise efficiency metrics, achieve promoter status, grow business, and secure new clients through projects that boost customer lifetime value
  • Support Service Delivery teams in attaining Platinum Standards via gap analysis and improvement initiatives
  • Aid site activities in meeting financial targets through high-impact projects focused on bonus maximisation, penalty management, and operational cost reductions
  • Assist with Focus Metrics activities at assigned sites
  • Conduct regular audits and reporting to ensure compliance with contractual and regulatory requirements (e.g., SOW and government standards)
  • Partner with site and client leaders to maintain adherence to organisational policies and procedures
  • Validate control plans and governance processes
  • Maintain and publish Operational Excellence (OE) dashboards (e.g., projects, OE action item trackers)

If you are a certified Lean Six Sigma Blackbelt with proven BPO leadership in process optimisation, apply now to make a tangible impact

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