Digital services and Transformation Manager

Gratitude Philippines; Makati; On-site; PHP 892,800 - 1,339,200; Full time

Job summary

A dynamic organization in Metro Manila is seeking a Digital Services and Transformation Manager to lead initiatives focused on operational efficiency and digital innovation. The role requires a Bachelor's degree and a Six Sigma Black Belt, along with 5-10 years of experience in process excellence. The ideal candidate will drive transformation across departments and lead large-scale projects, particularly in the Healthcare BPO sector.

Qualifications

• 5 to 10+ years of experience in Process Excellence or Digital Operations.
• Proven ability to lead large-scale transformation initiatives.
• Experience working in the Healthcare BPO industry is highly preferred.

Responsibilities

• Lead process improvement and transformation initiatives across multiple departments.
• Drive innovation by implementing digital tools to streamline workflows.
• Ensure performance metrics are met by monitoring KPIs.

Skills

Leadership

Cross-functional collaboration

Lean Six Sigma methodologies

Analytical skills

Stakeholder management

Change management

Education

Bachelor’s degree in Business or related field

Master’s degree

Six Sigma Black Belt certification

Project Management certification (PMP, PRINCE2)

Job description

Work Setup & Schedule: Onsite | Shifting Schedule

Overview

The Digital Services and Transformation Manager will lead and implement initiatives focused on improving operational efficiency, driving digital innovation, and executing process transformation strategies within the organization. The role requires strong leadership, cross-functional collaboration, and the ability to align business goals with process improvements and digital solutions.

Responsibilities

• Lead process improvement and transformation initiatives across multiple departments, ensuring alignment with strategic goals
• Drive innovation by identifying and implementing digital tools and technologies to streamline workflows
• Analyze current processes and recommend improvements using Lean Six Sigma methodologies
• Develop and execute transformation roadmaps focused on automation, digitization, and continuous improvement
• Collaborate with internal stakeholders and clients to identify pain points and deliver effective solutions
• Ensure performance metrics are met by monitoring KPIs and transformation outcomes
• Champion a culture of operational excellence and change management
• Report to senior leadership on project progress, impact, and digital strategies
• Stay updated on emerging digital and automation trends in the BPO and healthcare sector

Qualifications

• Bachelor’s degree in Business, Operations Management, Engineering, or any related field (Master’s degree is a plus)
• Certified Six Sigma Black Belt – Mandatory
• 5 to 10+ years of experience in Process Excellence, Transformation, or Digital Operations
• Strong understanding of transformation strategy, process optimization, and digital enablement
• Project Management certification (e.g., PMP, PRINCE2) – preferred but not required
• Proven ability to lead large-scale transformation initiatives and cross-functional teams
• Experience working in the Healthcare BPO industry is highly preferred
• Excellent analytical, communication, and stakeholder management skills
• Deep knowledge of current digital trends, automation technologies, and change management best practices