Manager/Sr Manager Process Improvement

Recruitify_HR; Pampanga; On-site; PHP 892,800 - 1,116,000; Full time

Benefits offered by this job

Performance Bonus

Equity Incentive Plan

Annual Company Trip

Free Meals

HMO

Job summary

A leading BPO company in Pampanga is seeking a Service Excellence Sr Manager responsible for executing Six Sigma initiatives and leading process improvement projects. The ideal candidate will have a Bachelor's Degree and 5-8 years experience in collections within a BPO setting, along with managerial experience and Lean Six Sigma certification. This role includes collaborating with teams to improve customer experiences and achieve financial goals, making a significant impact on the organization's success.

Qualifications

• 5-8 years experience in collections or banking accounts in a BPO setting.
• Minimum 5 years of managerial experience in the BPO industry.
• Experience in operational functions like Training, Quality, Workforce, and Operations.

Responsibilities

• Lead Six Sigma initiatives and engage with senior leaders.
• Collaborate with teams for optimal efficiency metrics.
• Support Service Delivery team to achieve Platinum Standards.

Skills

Lean Six Sigma Greenbelt or Blackbelt Certified

Process development and improvement

Change management

Stakeholder management

Strategic thinking

Team leadership

Education

Bachelor's Degree in any field

Job description

Job Description

Equity Incentive Plan, Performance Bonus, Incentives

Employee Recognition and Rewards

Equity Incentive Plan, Performance Bonus, Incentives

Insurance, Health & Wellness

HMO

Annual Company Trip, Free Meals, Sleeping Quarters

Description

The Service Excellence Sr Manager is responsible for leading and executing Six Sigma initiatives by engaging with senior leaders across the enterprise to identify and scope related business challenges, conduct fact-based analyses and problem solving, and develop actionable recommendations to drive business impact through improvement in cost, customer experience, and demand management. As a Service Excellence Manager, you will innovate process improvement projects to achieve internal and external goals while earning maximum potential revenue and margin.

Responsibilities

• Work collaboratively with the team to achieve optimal results on efficiency metrics and help them achieve promoter status, grow current business and win new clients through projects that will improve customer lifetime value;
• Support the Service Delivery team to reach Platinum Standards in Client metrics through gap analysis and improvement projects;
• Support Site activities in ensuring achievement of healthy financial goals by delivering high impact projects targeting financial gains such as bonus maximization, penalty management and operational costs reduction;
• Support Focus Metrics activities with the site assigned;
• Conduct regular audits and reporting against compliance with contractual and regulatory requirements (i.e. SOW and government requirements);
• Team up with site/client leaders in upholding compliance in all organization policies and standard procedures;
• Validate control plans and governance processes set up in the business;
• Maintain and publish OE dashboards (like projects, OE action item tracker, etc.).

Qualifications

• Earned a Bachelor’s Degree in any field - Mandatory and non negotiable
• Experience in collections or banking accounts in BPO setting for 5 to 8 years - Mandatory and non negotiable
• Lean Six Sigma Greenbelt or Blackbelt Certified - minimum - Mandatory and non negotiable
• At least 5 years of managerial experience in the BPO industry - Mandatory and non negotiable
• Lead experience in various operational functions in the industry like Training, Quality, Workforce, Operations
• Experience in change management, stakeholder management, and influencing people without authority
• Capacity to think strategically and innovatively
• Experience in managing collections accounts
• Strong background on process development and improvement

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