Process Excellence Manager

People Konnect; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

People Konnect is seeking a Transformation Lead to design and deliver future-state operating models across aligned workflows. You will drive systemic change across Operational Agility, Digital Transformation, and Industry Excellence, while elevating service excellence and the user experience globally.

The role requires 8+ years in service sector operations with Lean Six Sigma Green Belt and a track record in transformation.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 8+ years of experience in Service Sector operations with a track record in Strategic Transformation, Digital Transformation or Process Excellence.
• Lean Six Sigma Certification (Green Belt) with ability to integrate LSS with AI-first operating models.

Responsibilities

• Lead strategic transformation initiatives across aligned workflows to design and deliver future-state operating models.
• Drive service excellence and user experience improvements to ensure global consistency in delivery.
• Use data analytics and Lean Six Sigma to baseline metrics and reduce process variation.

Skills

Strategic Transformation

Lean Six Sigma (Green Belt)

Digital Transformation

Stakeholder Management

Education

Bachelor's degree

Tools

No‑code tools

Job description

Position Responsibilities

• Strategic Transformation: Serve as a Transformation Lead for your aligned workflow, to design and deliver a long-term future-state or NorthStar operating model. You will drive systemic change through three pillars: Operational Agility, Digital Transformation, and Industry Excellence.
• Service Excellence & User Experience: Spearhead the customer experience agenda by developing best-in-class service models. You will identify key leverage points in the user journey to elevate customer satisfaction and ensure global consistency in service delivery.
• Data-Driven Analysis: You will use quantitative data mining and Lean Six Sigma methodologies to re-baseline metrics, reduce process variation, andensure alignment with global business impact goals and identifying / implementing data modeling to shift from reactive to proactive operations.
• Resilience & Risk Mitigation: Proactively detect and eliminate systemic process and technical vulnerabilities. You will design resilience frameworks that safeguard operations while maintaining the agility to pivot during organizational shifts.
• Market & Industry Benchmarking: Redefine internal workflows to meet or exceed industry standards. You will perform external research and benchmarking to align product synergy with global best practices.
• Scalable AI & Automation Integration: Identify and design requirements for AI-driven solutions or automation opportunities to optimize high-impact workflows. You will focus on achieving large-scale efficiency.
• Rapid Prototyping & MVP Development: Shift from a documentation-first to a prototype-first mindset. You will build functional Minimum Viable Products (MVPs) and proof-of-concepts using generative AI, no-code tools to accelerate solution delivery.
• Stakeholder & Global Orchestration: Partner with cross-functional teams (Operations, Technology, Quality, Stakeholders, and Account Management) to lead the transformation agenda. You will support global projects, and enable the sharing of best practices across regions.
• Executive Storytelling & Influence: Up level the narration of complex operational issues for senior leadership. You will create impact stories that clearly link opportunities to strategic business value to gain stakeholder buy-in.
• Capability Building: Provide mentorship/training on Lean principles and modern innovation methodologies to elevate the overall capability of the operations and site-level teams.

Minimum Qualifications

• Education: Bachelor's degree or equivalent practical experience.
• Experience: 8+ years of experience in Service Sector operations, with a verified track record in Strategic Transformation, Digital Transformation or Process Excellence.
• Process Mastery/Lean Six Sigma Certification: Lean Six Sigma Certification (Green Belt) with a proven ability to integrate traditional LSS discipline with modern, AI-first operating models.