Sr. Manager – Process Improvement (Service Excellence)
Gratitude IncSr. Manager – Process Improvement (Service Excellence)
Job Description
Key Skills
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Location: Taguig (Onsite)
Work Setup: Onsite
Schedule: Flexible / Shifting
Salary: Up to PHP 180,000 + PHP 20,650 allowance + Sign-on Bonus
Start Date: ASAP
Job Overview
We are hiring a Senior Manager for Process Improvement (Service Excellence) to lead and execute Lean Six Sigma initiatives within a BPO environment.
This role focuses on driving business impact through process optimization, improving customer experience, reducing operational costs, and enhancing overall efficiency.
Key Responsibilities
- Lead and execute Six Sigma / process improvement projects across operations
- Partner with senior leaders to identify gaps and drive data-driven solutions
- Deliver measurable improvements in CSAT, AHT, cost, and operational efficiency
- Conduct gap analysis, audits, and compliance checks (SOW, regulatory requirements)
- Drive initiatives to improve customer lifetime value and business growth
- Support service delivery teams in achieving client performance targets
- Manage OE dashboards, reports, and project trackers
- Ensure adherence to company policies, governance, and standard procedures
- Collaborate cross-functionally and influence stakeholders
Qualifications (Strict Requirements)
- Bachelor’s Degree in any field
- Lean Six Sigma Greenbelt Certified (minimum requirement)
- At least 10 years BPO experience
- At least 5 years experience in Process Improvement / Service Excellence role
- At least 5 years managerial experience
- Proven experience handling Telco and/or Media accounts
- Must have completed Six Sigma projects (e.g., CSAT, AHT, cost reduction)
- Experience in Training, Quality, Workforce, or Operations
Strong skills in:
- Process improvement
- Data analysis
- Stakeholder management
- Change management
- Project management
- Must have minimum 2-year tenure in recent roles
Preferred
Experience in collections accounts
Strong background in compliance, audits, and governance
Role
Others
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
Work from office
Functional Area
Top Management
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.
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