Senior manager process improvement (service excellence)

Gratitude Inc

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17 hours ago

Senior manager process improvement (service excellence)

4-5 Year(s)

170 - 180 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Lean Six Sigma Black Belt CSAT Lean Six Sigma Certified BPO Experience is a must Lean Six Sigma Green Belt Process Improvement in BPO Setup At least 5 years’ experience in a Process Improvement capacity

1 candidate(s) have already applied for this Job. Apply now

Site: Shaw, Cubao / Taguig

Work Set-up: Onsite

Schedule: Night Shift

Start date: ASAP

Salary: 180k base pay + 20,650 allowance with sign on bonus

Qualifications:

• LSS Greenbelt Certified

• Process Improvement experience in BPO Setup is required

• At least 5 years’ experience in a Process Improvement capacity

• Minimum tenure of at least 2 years in last 2 organizations

• Completed GB projects for KPI Improvement such as CSAT, AHT etc.

• Must be at least an incumbent Manager or current Sr. Manager

The Service Excellence Sr Manager is responsible for leading and executing Six Sigma initiatives

by engaging with senior leaders across the enterprise to identify and scope related business

challenges, conduct fact-based analyses and problem solving, and develop actionable

recommendations to drive business impact through improvement in cost, customer experience,

and demand management.

If you are an expert Six Sigma Manager looking for a global career, do not miss this opportunity!

As a Service Excellence Manager, you will innovate process improvement projects to achieve

internal and external goals while earning maximum potential revenue and margin. You will

contribute by:

Key responsibilities:

• Working collaboratively with the team to achieve optimal results on efficiency metrics and help them achieve promoter status, grow current business and win new clients through projects that will improve customer lifetime value;

• Support the Service Delivery team to reach Platinum Standards in Client metrics through gap analysis and improvement projects;

• Support Site activities in ensuring achievement of healthy financial goals by delivering high impact projects targeting financial gains such as Bonus maximization, penalty management and operational costs reduction;

• Support Focus Metrics activities with the site assigned;

• Conduct regular audits and reporting against compliance with contractual and regulatory requirements (i.e. SOW and government requirements);

• Team up with site/client leaders in upholding compliance in all organization policies and standard procedures;

• Validate control plans and governance processes set up in the business; and

• Maintain and publish OE dashboards (like projects, OE action item tracker, etc.).

Minimum qualifications:

• Earned a Bachelor’s Degree in any field

• Six Sigma Greenbelt/Blackbelt and /or Lean Sigma certification

• At least 5 years of managerial experience in the same industry

• Lead experience in various operational functions in the industry like Training, Quality, Workforce, Operations

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

• Capacity to think strategically and innovatively

• Experience in managing collections accounts

• Excellent Project Management skills

• Strong background on process development and improvement

PRESCREENING NOTES:

• BPO experience:

• Years of relevant experience:

• Educational attainment:

• Salary expectations:

• Last drawn salary:

• Notice period:

• Availability for the work setup and schedule:

• Current location:

Role

Any Other

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Henry Mbagwu

Recruiter - Gratitude Inc

NA, nigeria

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