Associate Director - Process Improvement (B2B AU Telco)

MicroSourcing; Taguig; On-site; PHP 3,000,000 - 5,400,000; Full time

Benefits offered by this job

Healthcare on day one

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth

Job summary

MicroSourcing is seeking an Associate Director - Process Improvement to lead portfolio-wide programs that optimize efficiency and experiences for customers and employees. You will apply Lean Six Sigma, Agile, and Human-Centered Design to deliver measurable ROI while guiding senior stakeholders and a high-performing team.

The role demands strong leadership, strategic thinking, and budget discipline across capex/opex in a dynamic telecom-adjacent shared services environment.

Qualifications

• Experience leading a portfolio of complex process-improvement programs with CX/ productivity benefits.
• Expertise in process redesign using Lean Six Sigma, Agile and Human-Centered Design.
• Strong leadership with a track record of building and managing high-performing teams
• Excellent stakeholder management, communication, and facilitation with senior leaders.

Responsibilities

• Identify and scope portfolio opportunities, define problems, and implement sustainable improvements.
• Lead cross-functional teams to optimize customer and employee experiences.
• Coach trainees through Black Belt/Green Belt certification.
• Manage capex/opex budgets and deliver ROI on initiatives.
• Engage senior stakeholders to align on CX strategy and roadmaps.
• Build talent and drive engagement within the portfolio team.

Skills

Portfolio leadership

Lean Six Sigma

Agile

Human-Centered Design

Stakeholder management

People leadership

Budget management

Education

Lean Six Sigma Black Belt

Master Black Belt

Tools

BPMN

Process mining

AI tools

Job description

Discover your 100% YOU with MicroSourcing!

Position: Associate Director - Process Improvement (B2B AU Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Be a part of something big at Microsourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

About Your Role:

As an Associate Director of Process Improvement, you will lead a high-performing team in scoping and executing complex, portfolio-wide programs that optimize business efficiency, technology roadmaps, and both customer and employee experiences. Leveraging Lean Six Sigma, Agile, and Human-Centered Design methodologies, you will engage with senior stakeholders, manage capex/opex budgets, and deliver measurable return on investment. The ideal candidate holds a Master or Black Belt Lean Six Sigma certification, possesses strong people leadership skills to coach green and black belt trainees, and has proven experience driving process redesign—preferably within telecommunications or global shared services environments.

As an Associate Director, Process Improvement , you will:

• Identify key process improvements, return on investment, and business efficiency opportunities using customer insights and detailed analytics.
• Scope and execute complex programs of work, defining key problems and implementing sustainable solutions using Lean Six Sigma, Agile, and Human-Centered Design methodologies.
• Collaborate and engage extensively with senior leaders and cross-functional teams to align on customer experience strategy and optimize technology roadmaps.
• Lead a high-performing, engaged portfolio team, building talent, capability, and driving positive team engagement.
• Coach and mentor team members, including guiding trainee Lean Six Sigma Black Belts and Green Belts through to formal certification.
• Manage a project portfolio to deliver customer experience (CX) and employee experience (EX) benefits on time, while tracking metrics and managing relevant opex/capex budgets.

What You Need:

• Proven experience leading and delivering a portfolio of complex process improvement programs with clear CX and productivity benefits.
• Extensive expertise in process redesign consulting, using methodologies like Lean Six Sigma, Agile, and Human-Centered Design.
• Demonstrated people leadership experience, with a track record of building, engaging, and managing high-performing teams.Strong stakeholder management, communication, and facilitation skills to influence senior leaders and cross-functional business units.
• Experience in financial management, including controlling operational and capital budgets (opex and capex).

Preferred skills/expertise

• Formal certification as a Lean Six Sigma Black Belt or Master Black Belt to facilitate coaching and structured mentoring.
• Experience with emerging technology enablement opportunities, such as AI, process analysis, and process mining tools.
• Advanced proficiency in business process mapping (BPMN) and customer journey mapping.
• Background in telecommunications or operating within shared services environments interacting with global affiliates.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/