Process Improvement Specialist

Hrtx; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

A dynamic service-oriented firm is seeking a proactive Process Improvement Specialist in Metro Manila. The successful candidate will lead improvement projects that enhance service quality and efficiency. Responsibilities include analyzing data, creating communication strategies, and supporting training initiatives. Qualifications include experience in project management and strong analytical skills. This position offers an opportunity to work collaboratively with various teams to drive results and ensure alignment with company goals.

Qualifications

• Experience in project management, service improvement, or transformation work.
• Ability to work independently and collaboratively.
• Familiarity with IT service management (ITSM) practices is a plus.

Responsibilities

• Lead improvement projects to enhance service quality and performance.
• Create communication for new programs and process changes.
• Analyze data to identify trends and areas of improvement.

Skills

Project management

Strong communication skills

Stakeholder management

Analytical skills

Problem-solving skills

Education

Background in training, business management, or communications

Tools

Excel

Power BI

Tableau

ServiceNow

BMC

Job description

About the job Process Improvement Specialist

Were looking for a proactive and analytical team member to join our Service Quality & Experience team. Youll help lead improvement projects that make our services better, more efficient, and customer-friendly. Youll also support communication, training, and engagement efforts to ensure smooth implementation and team alignment.

Key Responsibilities:

Training, Communication & Engagement

• Create clear communication for new programs, process changes, and updates
• Run training and knowledge-sharing sessions
• Organize team events like forums and town halls

Data & Insights

• Analyze data to find trends and improvement areas
• Turn insights into action plans
• Maintain reports and dashboards for transparency
• Support and lead projects to improve service quality and performance
• Work with other teams to solve problems and deliver results
• Track and report on progress using service metrics like SLAs and feedback
• Ensure all improvements align with company goals and best practices

What Were Looking For:

• Experience in project management, service improvement, or transformation work
• Strong communication and stakeholder management skills
• Ability to work both independently and with others
• Background in training, business management, or communications
• Strong analytical and problem-solving skills
• Comfortable using tools like Excel, Power BI, Tableau, ServiceNow, or BMC

Nice to Have:

• Knowledge of IT service management (ITSM) practices
• Familiarity with tools like Microsoft Teams and Miro