Global Service Quality & Excellence Lead

Emapta; Makati; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

HMO coverage

Annual performance bonus

Hybrid work arrangement

Gym access (24/7)

Job summary

Emapta Manila is seeking a Quality & Operational Excellence Lead to strengthen governance, transitions, and continuous improvement across international operations. The role offers hybrid flexibility with on-site work in Makati during probation and ongoing collaboration with global teams.

The candidate should bring 5-7 years in operational excellence or related fields, with proven KPI and dashboard experience, and a track record of leading process improvements in a fast-paced, global environment.

Qualifications

• 5-7 years of experience in operational excellence, quality management, and related service delivery environments.
• Experience designing and embedding quality frameworks and performance management.
• Hands-on involvement in service transitions, onboarding, and stabilization.
• Proven ability to develop KPIs, dashboards, and management reports.

Responsibilities

• Establish and maintain the GBS Manila Service Excellence and Quality Management Framework across services.
• Partner with leaders to transition, onboard, and stabilize new services with governance and knowledge transfer.
• Define service standards, customer experience expectations, and quality measures for scalable delivery.
• Conduct service reviews, quality assessments, and audits to identify issues and drive improvements.
• Develop KPI frameworks, scorecards, and executive management insights.
• Monitor trends, identify risks, and drive sustainable performance gains.
• Lead process mapping, documentation, standardisation, and simplification initiatives.
• Deliver continuous improvement initiatives to improve quality, productivity, and customer experience.

Skills

Operational excellence

Quality management

Service excellence

Continuous improvement

KPIs and dashboards

Stakeholder management

Problem solving

Lean Six Sigma

Process digitization

Tools

AI tools

Automation

Job description

Emapta Manila is seeking a Quality & Operational Excellence Lead to strengthen governance, transitions, and continuous improvement across international operations. The role offers hybrid flexibility with on-site work in Makati during probation and ongoing collaboration with global teams.

The candidate should bring 5-7 years in operational excellence or related fields, with proven KPI and dashboard experience, and a track record of leading process improvements in a fast-paced, global environment.