Job Description: Director – Process Excellence

Job Title: Director – Process Excellence
Work Setup: Hybrid – Manila / Metro Manila, Philippines
Work Schedule: Flexible; must be willing to work shifting schedules, including weekends, night shifts, holidays, and graveyard shifts as required by business needs
Salary Budget: ₱200,000–₱320,000 per month (package)
Start Date: ASAP
Headcount: 1

Job Summary

We are seeking an experienced Director – Process Excellence to lead business analysis, process improvement, data analytics, and reporting initiatives within the call center, Business Process Outsourcing (BPO), or customer service industry.

The ideal candidate will bring 12–15 years of leadership experience in business analysis, strong technical knowledge of business reporting and management principles, and 8–10 years of data analytics experience. A certified Lean Six Sigma Black Belt is required.

The successful candidate will use analytical insights, process documentation, continuous improvement methodologies, and effective stakeholder communication to improve business performance and operational efficiency.

Key Responsibilities

• Lead business analysis and process excellence initiatives across customer service, call center, and BPO operations.

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

• Develop and enhance business reporting frameworks, dashboards, and performance measurement practices.

• Apply Lean Six Sigma methodologies to identify process gaps, reduce inefficiencies, and support continuous improvement.

• Use data analytics to evaluate operational performance, identify trends, and support data-driven decision-making.

• Develop, maintain, and standardize process documentation, business procedures, and reporting guidelines.

• Deliver training and knowledge-sharing sessions based on documented processes and established best practices.

• Prepare and present analytical findings, recommendations, and business performance updates to stakeholders.

• Collaborate with business leaders and cross-functional teams to align process improvement initiatives with organizational objectives.

• Ensure reporting accuracy, process consistency, and adherence to management principles and operational standards.

• Support business transformation and improvement projects through structured analysis, documentation, and implementation planning.

• Communicate complex business and analytical information clearly to technical and non-technical audiences.

Qualifications and Experience

• Bachelor's degree in Computer Applications or a Postgraduate Certificate in Data Science and Business Analysis, as specified in the role requirements.

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

• 12–15 years of working knowledge and technical understanding of business reporting and management principles, concepts, and practices within the call center, BPO, or customer service industry.

• 8–10 years of data analytics experience.

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

• Deep to expert-level knowledge of Microsoft Excel, Microsoft Word, and Microsoft PowerPoint.

• Excellent written and verbal communication skills, including face-to-face presentations.

• Experience in business writing, process documentation, and delivering training based on documented procedures.

• Willingness to work graveyard shifts and adapt to shifting schedules based on business requirements.

• Ability to work in a hybrid setup within Manila or Metro Manila.

Required Certification

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

Key Skills

• Process Excellence and Continuous Improvement

• Lean Six Sigma Methodology

• Business Analysis and Requirements Analysis

• Data Analytics and Data-Driven Decision-Making

• Business Reporting and Management Reporting

• Call Center and BPO Operations

• Customer Service Operations

• Performance Measurement and KPI Analysis

• Process Optimization and Standardization

• Root Cause Analysis

• Business Process Documentation

• Advanced Microsoft Excel

• Microsoft Word and PowerPoint

• Dashboard and Report Development

• Business Writing and Presentation

• Training and Knowledge Transfer

• Stakeholder Management

• Leadership and Strategic Planning

• Analytical and Problem-Solving Skills

• Change Management and Operational Improvement

Compensation and Work Arrangement

• Monthly package: ₱200,000–₱320,000.

• Hybrid work setup in Manila or Metro Manila.

• Flexible shifting schedule, including weekends, holidays, night shifts, and graveyard shifts when required.

• Immediate availability preferred.

Recruitment Process

1. Validation

2. Zwayam Profile Creation

3. HR Interview

4. Hiring Manager Interview

5. Onboarding

Pre-Screening Questions

1. What is your highest educational attainment?

2. Are you a Certified Lean Six Sigma Black Belt (CSSBB or equivalent)?

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

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

5. How many years of data analytics experience do you have?

6. What was your last-drawn salary?

7. What are your salary expectations?

8. Are you amenable to working in a hybrid setup in Taguig or elsewhere within Metro Manila?

9. Can you start immediately once hired?