Business Process Management/ Improvement Specialist (or Supervisor)

Maynilad Water Services, Inc.; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Maynilad Water Services, Inc. is seeking a CXRO Officer to drive Customer Experience through CPM processes. You will develop, review, and improve processes, procedures, guidelines, forms, and process standards across CXRO, ensuring alignment with policies and compliance.

You will collaborate with multiple business units to implement change initiatives, monitor adherence through audits, and support operational efficiency and better customer outcomes.

Qualifications

• Experience in customer operations, process improvement, policy development, compliance, auditing, project implementation, business process management, or drafting policies, operating procedures, reports, and process improvement initiatives.
• Candidate backgrounds in Commercial Management or Technical Management are preferred.
• Graduate of a four-year course in a related field with at least three years of BA operations experience.

Responsibilities

• Develop, review, and improve processes, procedures, guidelines, forms, and process standards across CXRO.
• Rollout and implementation of new or revised business processes and change initiatives while ensuring compliance with policies and IMS standards.
• Evaluate existing processes and system tools to identify opportunities for improvement and drive process standardization.
• Collaborate with various business units to develop solutions to operational issues and monitor compliance through process reviews and audits.

Skills

Process improvement

Stakeholder management

Analytical skills

Change management

Communication

Education

Bachelor’s degree or four-year course

Disciplines: Civil Engineering, Mechanical Engineering, Industrial Engineering, Business Administration, Management

Job description

CXRO Officer – Customer Process Management Role Overview

The CXRO Officer under Customer Experience (CX) – Customer Process Management (CPM) is responsible for developing, reviewing, and improving processes, procedures, guidelines, forms, and process standards across CXRO. The role serves as the focal point for the rollout and implementation of new or revised business processes and change initiatives, while ensuring compliance with corporate policies, regulatory requirements, IMS standards, and management directives. The officer evaluates existing processes and system tools to identify opportunities for improvement, drive process standardization, support operational efficiency, and enhance customer experience. The position also collaborates with various business units in developing solutions to operational issues and monitors compliance through process reviews and audit follow-through activities.

The Ideal Talent Profile

The ideal candidate is a graduate of any four-year course, preferably in Civil Engineering, Mechanical Engineering, Industrial Engineering, Business Administration, Management, or a related field, with at least three (3) years of experience in Business Area (BA) operations. We are particularly looking for candidates with strong backgrounds in either Commercial Management or Technical Management.

Experience in customer operations, process improvement, policy development, compliance, auditing, project implementation, business process management, or drafting policies, operating procedures, reports, and process improvement initiatives is an advantage.

The candidate should possess strong communication, analytical, and problem-solving skills; a good understanding of business operations and process improvement; and the ability to work effectively with stakeholders across the organization. Attention to detail, sound judgment, professionalism, and the ability to handle confidential information are essential. Most importantly, the candidate must have a strong customer service orientation and a passion for continuous improvement.