Director – Business Analysis & Process Excellence

Capacita Human Resource Management Consultancy; Manila; Hybrid; PHP 2,232,000 - 3,348,000; Full time

Benefits offered by this job

Competitive compensation

Hybrid work arrangement

Leadership opportunity

High-impact role

Professional growth

Collaborative environment

Job summary

Capacita Human Resource Management Consultancy in Manila, Philippines is seeking a Director – Process Excellence to lead business analysis initiatives, optimize operations, and drive continuous improvement across functions.

You will transform data into actionable insights, strengthen reporting capabilities, and deliver measurable efficiency gains while guiding senior stakeholders and cross-functional teams in a hybrid work setup.

Qualifications

• Bachelor's degree in BCA or postgraduate certificate in data science and business analysis as specified.
• Lean Six Sigma Black Belt certification (CSSBB or equivalent) is required.
• 12–15 years of leadership experience in business analysis roles.
• 12–15 years of working knowledge of business reporting and management principles, ideally in BPO/call center or customer service.
• At least 8–10 years of data analytics experience.
• Strong proficiency with Microsoft Excel, Word, and PowerPoint; excellent business writing and reports.
• Willingness to work graveyard shift and adjust to shifting schedules.

Responsibilities

• Lead the development and execution of process improvement strategies to enhance efficiency, quality, and service delivery.
• Oversee business analysis functions, reporting, dashboards, and insights for strategic decisions.
• Drive data analytics initiatives and ensure accuracy of management information.
• Provide leadership to BA and process excellence teams and align initiatives with priorities.
• Develop and maintain SOPs, process docs, and training to standardize execution.

Skills

Leadership

Data analytics

Stakeholder management

Communication

Business writing

Process documentation

Education

Bachelor of Computer Applications

Postgraduate Certificate in Data Science and Business Analysis

Tools

Excel

Word

PowerPoint

Job description

WE’RE HIRING: DIRECTOR – PROCESS EXCELLENCE

Lead Transformation. Drive Innovation. Deliver Operational Excellence.

Location: Manila, Philippines
Salary Package: PHP 200,000–PHP 300,000
Work Arrangement: Hybrid
Schedule: Graveyard shift; must be flexible to work shifting schedules, including weekends and holidays, based on business requirements
Employment Type: Full-Time
Required Certification: Lean Six Sigma Black Belt (CSSBB or equivalent)

ABOUT THE OPPORTUNITY

Are you a strategic and data-driven leader with a passion for process improvement, business transformation, and operational excellence?

We are looking for an experienced Director – Process Excellence to lead business analysis initiatives, optimize operational performance, and drive continuous improvement across business functions. This is a high-impact leadership opportunity for a professional who can turn complex data into actionable insights, streamline business processes, strengthen reporting capabilities, and deliver measurable improvements in efficiency, quality, and business outcomes.

The ideal candidate brings extensive leadership experience in business analysis, a strong foundation in data analytics, and expert-level knowledge of business reporting and management principles. You should be comfortable working with senior stakeholders, presenting strategic recommendations, developing process documentation, and leading initiatives that align operational performance with organizational objectives.

If you are a seasoned process excellence professional who thrives on solving complex business challenges and leading meaningful transformation, we want to hear from you!

KEY RESPONSIBILITIES

1. Process Excellence and Continuous Improvement

• Lead the development and execution of process improvement strategies that enhance operational efficiency, productivity, quality, and service delivery.
• Apply Lean Six Sigma methodologies and structured problem-solving techniques to identify process gaps, eliminate inefficiencies, and reduce operational risks.
• Champion continuous improvement initiatives and establish standardized processes, best practices, and performance improvement frameworks.
• Identify opportunities for automation, process simplification, and data-driven optimization.

2. Business Analysis and Strategic Reporting

• Lead business analysis functions and ensure the effective use of operational data to support strategic and tactical decision-making.
• Oversee the preparation, analysis, and presentation of business reports, management dashboards, and performance insights.
• Translate complex data into clear, actionable recommendations for leadership, clients, and internal stakeholders.
• Monitor key performance indicators (KPIs), identify performance trends, and recommend initiatives to address operational challenges.

3. Data Analytics and Performance Management

• Drive data analytics initiatives that support business planning, performance measurement, and continuous improvement.
• Ensure the accuracy, consistency, and reliability of business reporting and management information.
• Use advanced analytical and problem-solving techniques to investigate performance gaps and determine root causes.
• Establish data-driven approaches to evaluate process effectiveness and measure the impact of improvement initiatives.

4. Leadership and Stakeholder Management

• Provide strategic direction and leadership to business analysis and process excellence teams.
• Collaborate with senior management, clients, and internal partners to align process improvement initiatives with business priorities.
• Build and maintain strong stakeholder relationships through effective communication, presentations, and performance discussions.
• Manage multiple priorities and initiatives while ensuring quality, accuracy, and timely delivery of results.

5. Process Documentation, Business Writing, and Training

• Develop and maintain clear, comprehensive process documentation, standard operating procedures (SOPs), workflows, and business analysis reports.
• Ensure process documentation is accurate, practical, and aligned with operational requirements and established standards.
• Deliver training and knowledge-sharing sessions based on documented procedures and process improvements.
• Promote process standardization, knowledge transfer, and consistent execution across teams.

QUALIFICATIONS AND REQUIREMENTS

Required Qualifications

• Bachelor's degree in Bachelor of Computer Applications or a Postgraduate Certificate in Data Science and Business Analysis, as specified in the role requirements.
• Must hold a Lean Six Sigma Black Belt Certification (CSSBB or equivalent).
• At least 12–15 years of leadership experience in business analysis roles.
• Minimum of 12–15 years of working knowledge and technical understanding of business reporting and management principles, concepts, and practices, preferably within the call center, Business Process Outsourcing (BPO), or customer service industry.
• At least 8–10 years of data analytics experience.
• Deep to expert-level proficiency in Microsoft Excel, Microsoft Word, and Microsoft PowerPoint.
• Strong experience in business writing, process documentation, and delivering training based on documented processes.
• Excellent written and verbal communication skills, including the ability to conduct face-to-face presentations and communicate complex findings effectively.
• Willingness to work on a graveyard shift and adjust to shifting schedules when required by the business.

Preferred Competencies

• Excellent communication, presentation, and business writing skills.
• Advanced analytical, critical-thinking, and problem-solving abilities.
• Strong relationship-building and stakeholder management skills.
• Excellent organizational, documentation, and coordination capabilities.
• Ability to manage multiple projects and competing priorities accurately, efficiently, and within established timelines.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Strong attention to detail and a commitment to delivering high-quality, data-driven business outcomes.

WHAT WE OFFER

• Competitive Compensation: PHP 200,000–PHP 300,000 package.
• Hybrid Work Arrangement: Enjoy a combination of onsite collaboration and remote work.
• Leadership Opportunity: Take ownership of strategic process excellence and business transformation initiatives.
• High-Impact Role: Influence operational performance, reporting standards, and continuous improvement across the organization.
• Professional Growth: Apply your expertise in Lean Six Sigma, data analytics, and business analysis to complex business challenges.
• Collaborative Environment: Work with stakeholders and teams committed to operational effectiveness and continuous improvement.

WHO SHOULD APPLY?

This opportunity is ideal for experienced Directors of Process Excellence, Business Analysis Leaders, Continuous Improvement Directors, Lean Six Sigma Leaders, and senior Data Analytics and Operational Excellence professionals who combine strategic leadership with strong analytical and process improvement capabilities.

If you have the required Lean Six Sigma Black Belt certification, extensive business analysis leadership experience, and the ability to transform data and insights into measurable business improvements, we encourage you to apply.