Job Title: Director – Process Excellence

Job Description :

We are seeking an experienced Director – Process Excellence to lead business analysis, data analytics, process improvement, and reporting initiatives within the call center, BPO, or customer service industry. The ideal candidate will have extensive leadership experience, strong analytical expertise, and a mandatory Lean Six Sigma Black Belt certification.

Experience: 12–20 yrs
Location: Manila / Metro Manila, Philippines
Work Setup: Hybrid

Required Skills :

1. Lean Six Sigma Black Belt (CSSBB or equivalent)

2. Business Analysis & Process Excellence

3. Data Analytics & Business Reporting

4. Advanced Microsoft Excel, Word & PowerPoint

5. Business Writing, Documentation & Training

Key Responsibilities : 

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

• Oversee data analytics, management reporting, and performance measurement.

• Identify operational inefficiencies and recommend data-driven improvements.

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

• Deliver training based on documented processes and best practices.

• Collaborate with stakeholders to improve operational performance and service quality.

• Lead teams and support strategic business decisions through analytics and reporting.

Qualifications : 

• Bachelor of Computer Applications or a postgraduate certificate in Data Science and Business Analysis.

• Mandatory Lean Six Sigma Black Belt certification (CSSBB or equivalent).

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

• Excellent written and verbal communication and presentation skills.

• Experience in business writing, process documentation, and training delivery.