Director - Process Excellence

Location: Manila / Taguig, Philippines

Work Setup: Hybrid
Experience: 12–15 Years
Salary Budget: PHP 200,000–320,000 per month (package)
Shift: Flexible / Night Shift (Graveyard Shift)
Start Date: ASAP

Job Description:

We are looking for an experienced Director of Process Excellence to lead business analysis, data analytics, reporting, and process improvement initiatives within the call center, BPO, or customer service industry. The ideal candidate will have strong leadership experience, advanced analytical skills, and a Lean Six Sigma Black Belt certification to drive operational excellence, improve business performance, and support data-driven decision-making.

Key Responsibilities:

• Lead process excellence, business analysis, and continuous improvement initiatives.

• Analyze business performance data, operational metrics, and management reports to identify improvement opportunities.

• Drive data analytics and reporting initiatives to improve efficiency, productivity, and business outcomes.

• Develop and maintain business reports, dashboards, and performance analysis.

• Apply Lean Six Sigma methodologies to identify process gaps, reduce inefficiencies, and improve quality.

• Prepare process documentation, business reports, and management presentations.

• Conduct training sessions based on process documentation and improvement initiatives.

• Collaborate with leadership teams and stakeholders to implement process improvements.

• Present analytical findings, recommendations, and performance updates to senior management.

Required Skills:

• Strong leadership experience in business analysis within the BPO, call center, or customer service industry.

• 8–10 years of data analytics experience.

• Expert knowledge of Microsoft Excel, Word, and PowerPoint.

• Strong understanding of business reporting, management principles, and operational performance metrics.

• Expertise in process improvement, business analysis, and data-driven decision-making.

• Excellent written and verbal communication, presentation, and business writing skills.

• Experience in process documentation and training delivery.

Qualifications:

• Bachelor's degree in Computer Applications or a relevant qualification.

• Postgraduate certificate in Data Science and Business Analysis is preferred.

• Certified Lean Six Sigma Black Belt (CSSBB or equivalent) is mandatory.

• 12–15 years of leadership experience in business analysis roles.

Work Requirements:

• Willingness to work night shifts, including weekends and holidays when required.

• Willingness to work in a hybrid setup in Taguig or Metro Manila.

• Immediate availability to join is preferred.

Recruitment Process:

1. Validation

2. Zwayam Profile Creation

3. HR Interview

4. Hiring Manager Interview

5. Onboarding

Screening Questions:

• What is your highest educational qualification?

• Are you a Certified Lean Six Sigma Black Belt?

• How many years of leadership experience do you have in business analysis roles?

• How many years of experience do you have in business reporting and management within the BPO, call center, or customer service industry?

• How many years of data analytics experience do you have?

• What was your last drawn salary?

• What are your salary expectations?

• Are you willing to work in a hybrid setup in Taguig or Metro Manila?

• Can you join immediately once selected?