Senior Manager Process Improvement

Gratitude Inc

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4 weeks ago

Senior Manager Process Improvement

5-7 Year(s)

150 - 180 Thousand p.m

Pampanga (Angeles City, San Fernando)

Job Description

Key Skills

Process Management Process optimisation Process Training Process Improvement Lean Six Sigma Certified process excellence senior manager Six Sigma Green/Black Belt Certification Process Excellence experience in BPO Setting • Experience in collections or banking accounts in BPO setting

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Role Overview:

We are seeking a Manager/Sr Manager in Process Improvement to lead and execute process enhancement initiatives. This role reports to the Senior Director and focuses on identifying business challenges, conducting analyses, and developing recommendations to improve cost efficiency, customer experience, and demand management.

Work Arrangement:

Work Setup: Onsite/Hybrid

Location: Clark, Pampanga

Schedule: Early night shift to night shift (weekends off)

Target Start Date: Before the end of November

Compensation and Benefits:

All-in Package: Up to 180k

Performance Incentive: Quarterly

Relocation Assistance: To be discussed during the interview

Minimum Qualifications:

Bachelor’s Degree in any field

5 to 8 years of experience in collections or banking accounts within a BPO setting

Six Sigma Greenbelt/Blackbelt and/or Lean Sigma certification

At least 5 years of managerial experience in the BPO industry

Leadership experience in various operational functions such as Training, Quality, Workforce, and Operations

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

Ability to think strategically and innovatively

Experience in managing collection accounts

Excellent project management skills

Strong background in process development and improvement

Key Responsibilities:

Collaborate with teams to optimise efficiency metrics, achieve promoter status, grow existing business, and secure new clients through projects that enhance customer lifetime value.

Support service delivery teams in achieving top standards in client metrics via gap analysis and improvement projects.

Assist site activities to meet financial goals by delivering high-impact projects focused on bonus maximisation, penalty management, and operational cost reduction.

Support activities related to focus metrics for the assigned site.

Conduct regular audits and reporting to ensure compliance with contractual and regulatory requirements.

Partner with site and client leaders to maintain compliance with all organisational policies and standard procedures.

Validate control plans and governance processes within the business.

Maintain and publish operational excellence dashboards (e.g., projects, action item trackers).

In this role, you will innovate process improvement projects to meet internal and external goals, maximise revenue and margins, and drive enterprise-wide impact through engagement with senior leaders.

Role

Collections Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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