Process Excellence Manager

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Intelegencia BPO LLC CORP. seeks a Process Excellence Manager to establish and lead an enterprise Process Excellence function, building governance, standards, and a continuous improvement culture across all departments.

The role partners with Operations, Quality, Training, HR, IT, Finance, Compliance and Support Functions to identify opportunities, standardize processes, implement sustainable solutions, and deliver measurable business outcomes.

Qualifications

• Bachelor's degree in Business, Engineering, Operations Management, Industrial Engineering, or related field.
• 7+ years of experience in Process Excellence, Continuous Improvement, Operational Excellence, Business Transformation, Quality Management, or related disciplines.
• 3+ years of leadership experience managing cross-functional initiatives.
• Strong experience conducting process assessments and business process improvement projects.

Responsibilities

• Develop and maintain an enterprise process framework and governance model.
• Conduct process discovery, value stream mapping, and process assessments across all departments.
• Identify operational inefficiencies, risks, waste, bottlenecks, and improvement opportunities.
• Lead root cause analysis and corrective action initiatives for recurring business issues.
• Facilitate Lean, Kaizen, DMAIC, and continuous improvement workshops.
• Build executive dashboards and performance reporting mechanisms.
• Establish and manage an enterprise opportunity backlog and project portfolio.
• Partner with technology teams to evaluate automation and digital transformation opportunities.
• Drive change management and stakeholder adoption activities.
• Provide regular executive updates on program outcomes, risks, and opportunities.

Skills

Process Excellence

Continuous Improvement

Leadership

Stakeholder Management

Data Analytics

Education

Bachelor's degree in Business, Engineering, Operations Management, Industrial Engineering, or related field

Job description

The Process Excellence Manager will establish and lead Intelegencia's enterprise Process Excellence function. This role is responsible for building the governance, frameworks, standards, and continuous improvement culture required to drive operational excellence across all departments. The position will partner with Operations, Quality, Training, HR, IT, Finance, Compliance, and Support Functions to identify improvement opportunities, standardize processes, implement sustainable solutions, and deliver measurable business outcomes.

Key Objectives

• Build and institutionalize the Process Excellence function from the ground up.

• Develop enterprise-wide process governance and improvement standards.

• Create process inventories, process maps, and performance baselines.

• Drive continuous improvement, root cause analysis, and transformation initiatives.

• Partner with department leaders to improve efficiency, quality, compliance, and customer experience.

• Establish a pipeline of improvement, automation, and digitization initiatives.

Key Responsibilities

• Develop and maintain an enterprise process framework and governance model.

• Conduct process discovery, value stream mapping, and process assessments across all departments.

• Identify operational inefficiencies, risks, waste, bottlenecks, and improvement opportunities.

• Lead root cause analysis and corrective action initiatives for recurring business issues.

• Facilitate Lean, Kaizen, DMAIC, and continuous improvement workshops.

• Build executive dashboards and performance reporting mechanisms.

• Establish and manage an enterprise opportunity backlog and project portfolio.

• Partner with technology teams to evaluate automation and digital transformation opportunities.

• Drive change management and stakeholder adoption activities.

• Provide regular executive updates on program outcomes, risks, and opportunities.

Success Measures – Year 1

• Enterprise process inventory completed.

• Critical business processes documented and mapped.

• Process governance model deployed and adopted.

• Improvement project pipeline established.

• Documented productivity, quality, compliance, or customer experience improvements.

• Executive reporting and monitoring framework operational.

Required Qualifications

• Bachelor's degree in Business, Engineering, Operations Management, Industrial Engineering, or related field.

• 7+ years of experience in Process Excellence, Continuous Improvement, Operational Excellence, Business Transformation, Quality Management, or related disciplines.

• 3+ years of leadership experience managing cross-functional initiatives.

• Strong experience conducting process assessments and business process improvement

projects.

• Excellent executive communication and stakeholder management skills.

Preferred Qualifications

• Lean Six Sigma Green Belt, Black Belt, or equivalent certification.

• BPO, Shared Services, Technology Services, or Professional Services experience.

• Experience establishing a new Process Excellence or Transformation function.

• Experience with process mining, workflow automation, analytics, and transformation programs.

Core Competencies

• Enterprise Process Design

• Continuous Improvement & Lean Thinking

• Root Cause Analysis

• Change Management

• Stakeholder Management & Influence

• Strategic Thinking

• Data Analytics & Reporting

• Project & Program Management