Description

Role: Sr Manager Process Improvement (Service Excellence)

Account: Telco and Media

Location: CLARK

Relocation allowance/assistance could be provided.

Work Set-up: Onsite for the first 3 months then Hybrid set up (3 days onsite, 2 days WFH).

Work Schedule: Flexible.

Start Date: ASAP.

Requirements

• Earned a Bachelor’s Degree in any field - Mandatory
• LSS Greenbelt Certified - minimum - Mandatory
• Minimum of 8 to 10 greenbelt projects - Mandatory
• 10 years of minimum experience working in BPO industry - Mandatory
• Experience in managing Telco and Media accounts - Mandatory
• Process Improvement experience in BPO Setup is required - Mandatory
• At least 5 years’ experience in a Process Improvement capacity - Mandatory
• Minimum tenure of at least 2 years in last 2 organizations - Mandatory
• Completed GB projects for KPI Improvement such as CSAT, AHT etc.
• Must be at least an incumbent Manager or current Sr. Manager.
• Must be willing to work on flexible schedule.
• Willing to work onsite in Clark, Pampanga.
• 3 levels of Interviews.
• Process will be virtual.

Responsibilities

Job Description 

The manger will analyzes and optimizes end-to-end business operations to enhance efficiency, reduce costs, and elevate customer experience. leadership role involves applying Lean/Six Sigma methodologies to streamline workflows, manage cross-functional projects, track key performance indicators (KPIs) like Average Handle Time (AHT) and Service Level Agreements (SLAs). Y

The manager will drive transformational initiatives to ensure operational goals align with corporate strategies

Core Responsibilities

Operational Optimization: Analyze current-state processes to identify inefficiencies, automate workflows, and eliminate waste.

Performance Leadership: Define, monitor, and report on KPIs (e.g., SLA, AHT) to ensure business targets are consistently met or exceeded.

Project Governance: Lead complex, cross-functional improvement programs from planning to delivery, ensuring alignment across all business units.

Strategic Alignment: Translate organizational objectives into structured, actionable project plans that support revenue growth and operational excellence.