Sr. Manager – Process Improvement (Service Excellence)

Gratitude Inc

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2 hours ago

Sr. Manager – Process Improvement (Service Excellence)

5-10 Year(s)

170 - 180 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

LSS Greenbelt Certified Process Improvement in BPO Setup At least 5 years’ experience in a Process Improvement capacity Completed GB projects for KPI Improvement managing collections accounts

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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

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