Manager / Sr. Manager – Process Improvement (Service Excellence)

Gratitude Inc

1442 Views

15 hours ago

5-8 Year(s)

₱ 150 - ₱ 180K p.m

Pampanga

Job Description

Key Skills

Change management Project management Stakeholder Management Operational Excellence Lean Methodologies Six Sigma Green Belt Process Improvement collections experience Strong leadership and team management abilities

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Job Description

The Service Excellence Manager/Sr. Manager is responsible for leading and executing Six Sigma and Lean initiatives to drive measurable improvements in cost efficiency, customer experience, and operational performance. Reporting to the Senior Director, this role partners with senior leaders to identify challenges, conduct fact-based analyses, and implement process improvements across multiple operational functions.

Key Responsibilities:

• Lead high-impact process improvement projects across operations, training, quality, and workforce management

• Drive initiatives to improve client metrics, customer lifetime value, and financial outcomes

• Support service delivery teams in achieving platinum standards through analysis and improvement projects

• Conduct compliance audits against contractual, government, and organizational requirements

• Develop dashboards and governance tools to monitor projects and outcomes

• Partner with site/client leaders to uphold compliance and drive operational excellence

Qualifications & Skills Required:

• Bachelor’s degree in any field

• 5–8 years of experience in BPO (collections or banking accounts)

• Minimum 5 years managerial experience in BPO operations

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

• Strong background in process improvement and project management

• Experience in stakeholder management and change management

• Knowledge in managing collections accounts

• Excellent communication, analytical, and leadership skills

Experience & Salary

• Work Experience: 5 to 8 years (BPO collections/banking)

• Salary Range: ₱150,000 – ₱180,000 (All-in, with quarterly incentives + relocation assistance)

Role

Lead Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Hybrid

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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