Associate Director, Process Redesign (B2B AU Telco)

MicroSourcing; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Competitive Rewards

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in the Philippines invites you to lead the Associate Director, Process Redesign. You will identify key improvements, guide complex programs, and shape CX/EX through Lean Six Sigma, Agile, and Human-Centered Design.

You'll collaborate with senior leaders, build high-performing teams, mentor Lean Six Sigma belts, and manage portfolios with opex/capex budgets, delivering measurable business value on time in an onsite, dayshift environment.

Qualifications

• 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 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.
• Experience in financial management, including controlling operational and capital budgets (opex and capex).

Responsibilities

• Identify key process improvements, ROI, and efficiency opportunities using customer insights and analytics.
• Scope and execute complex programs of work, defining problems and implementing sustainable solutions with Lean Six Sigma, Agile, and Human-Centered Design.
• Collaborate with senior leaders and cross-functional teams to align on customer experience strategy and optimize technology roadmaps.
• Lead a high-performing portfolio team, building talent and driving engagement.
• Coach and mentor team members, guiding trainees toward formal certification.
• Manage a portfolio to deliver CX/EX benefits on time while tracking metrics and budgets.

Skills

Portfolio leadership

Lean Six Sigma

Agile

Human-Centered Design

Stakeholder management

Financial management

Education

Lean Six Sigma Black Belt or Master Black Belt certification

Tools

BPMN

Process mining tools

AI technologies

Job description

Discover your 100% YOU with MicroSourcing!

Position: Associate Director, Process Redesign

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!

Your Role

As an Associate Director, Process Redesign, 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

Non-negotiables

• 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.

Why join MicroSourcing?

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/

• Terms & conditions apply