Manager/Sr Manager Process Improvement -Clark

Recruitify_HR; Pampanga; On-site; PHP 1,624,896 - 1,946,304; Full time

Benefits offered by this job

Equity Incentive Plan

Performance Bonus

HMO

Annual Company Trip

Free Meals

Sleeping Quarters

Job summary

A leading HR consultancy in the Philippines seeks a Manager/Sr Manager for Process Improvement to drive excellence in operational processes. The role requires substantial experience in BPO collections, strong Lean Six Sigma certification, and proven managerial skills. You will lead process improvement initiatives and enhance service delivery through strategic collaboration and compliance auditing. The position offers a hybrid work setup and a competitive salary of 160k PHP while supporting various operational functions.

Qualifications

• 5-8 years experience in collections or banking accounts in BPO.
• Lean Six Sigma Greenbelt or Blackbelt Certified.
• 5+ years of managerial experience in the BPO industry.

Responsibilities

• Collaborate with team to achieve efficiency metrics and improve customer lifetime value.
• Support Service Delivery team to reach client metrics standards.
• Perform regular audits to ensure compliance with requirements.

Skills

Lean Six Sigma

Process Improvement

Change Management

Stakeholder Management

Operational Excellence

Managerial Experience

Strategic Thinking

Financial Analysis

Education

Bachelor’s Degree in any field

Job description

Manager / Sr Manager Process Improvement – Clark

Employee Recognition and Rewards

• Equity Incentive Plan
• Performance Bonus
• Incentives

Insurance Health & Wellness

• HMO
• Annual Company Trip
• Free Meals
• Sleeping Quarters

Role Details

• Role: Manager/Sr Manager Process Improvement
• Reports to: Senior Director
• Work set up: Work Onsite/Hybrid

Salary and Benefits

• Basis Pay - 160k basic pay
• Relocation assistance - will be discussed during the interview
• Candidates that are six sigma practitioners and process improvement experienced
• Must be willing to work on flexible schedule. Willing to work onsite/hybrid in Clark, Pampanga
• Seeking someone whose primary function is within Service Excellence or has a strong focus on Process Excellence, Process Improvement, or Operational Excellence.

Minimum 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
• 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. You will contribute by:

Key Responsibilities

• Working 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; and
• Maintain and publish OE dashboards (like projects, OE action item tracker, etc.).