Quality & Operational Excellence Lead | Hybrid | Makati | Mid Shift | Day 1 HMO

Emapta; Makati; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

HMO coverage

Annual performance bonus

Hybrid work arrangement

Gym access (24/7)

Job summary

Emapta Manila is seeking a Quality & Operational Excellence Lead to strengthen governance, transitions, and continuous improvement across international operations. The role offers hybrid flexibility with on-site work in Makati during probation and ongoing collaboration with global teams.

The candidate should bring 5-7 years in operational excellence or related fields, with proven KPI and dashboard experience, and a track record of leading process improvements in a fast-paced, global environment.

Qualifications

• 5-7 years of experience in operational excellence, quality management, and related service delivery environments.
• Experience designing and embedding quality frameworks and performance management.
• Hands-on involvement in service transitions, onboarding, and stabilization.
• Proven ability to develop KPIs, dashboards, and management reports.

Responsibilities

• Establish and maintain the GBS Manila Service Excellence and Quality Management Framework across services.
• Partner with leaders to transition, onboard, and stabilize new services with governance and knowledge transfer.
• Define service standards, customer experience expectations, and quality measures for scalable delivery.
• Conduct service reviews, quality assessments, and audits to identify issues and drive improvements.
• Develop KPI frameworks, scorecards, and executive management insights.
• Monitor trends, identify risks, and drive sustainable performance gains.
• Lead process mapping, documentation, standardisation, and simplification initiatives.
• Deliver continuous improvement initiatives to improve quality, productivity, and customer experience.

Skills

Operational excellence

Quality management

Service excellence

Continuous improvement

KPIs and dashboards

Stakeholder management

Problem solving

Lean Six Sigma

Process digitization

Tools

AI tools

Automation

Job description

Drive Service Excellence Across a Global Legal Enterprise

Our client is a globally respected legal and professional services organization with more than six decades of success helping sophisticated businesses operate, invest, and grow across major financial jurisdictions. They support leading financial institutions, investment managers, corporations, and family offices through complex legal, corporate, compliance, fiduciary, and entity formation matters. Their expertise underpins high-value transactions, cross-border investments, and evolving regulatory requirements worldwide. Built on technical excellence and enduring client relationships, they continue to expand their international capabilities and shape trusted global business solutions.

Job Description

Global service excellence starts with the standards, insights, and improvements that keep operations performing at their peak. The Quality & Operational Excellence Lead will strengthen quality governance, service transitions, and continuous improvement across international operations. Build a long-term global career with Emapta, where Top 1% talent gains a Top 1% experience through hybrid flexibility, global exposure, stability, and meaningful leadership opportunities.

Job Overview

• Employment Type: Full Time
• Work Setup: Hybrid - 3 days onsite in Makati; fully onsite during probation
• Shift: Mid Shift, 9:00 AM-6:00 PM UK Time, Weekends Off

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Annual Performance Bonus
• Fixed weekends off
• Hybrid work arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 5-7 years of relevant experience in operational excellence, quality management, service excellence, continuous improvement, GBS, shared services, BPO, or a comparable service delivery environment
• Proven experience designing, implementing, and embedding quality management, operational excellence, service excellence, or performance management frameworks
• Hands‑on involvement in service transitions, migrations, onboarding, and stabilization, including operational readiness, governance, knowledge transfer, and quality assurance
• Experience leading process documentation, standardisation, simplification, and improvement initiatives that deliver measurable business outcomes
• Demonstrated ability to develop and manage KPIs, operational scorecards, dashboards, management reports, and performance insights
• Track record of delivering process improvements that produce measurable gains in quality, efficiency, productivity, customer experience, or operational performance
• Strong stakeholder management and influencing skills, with the ability to collaborate effectively across functions, geographies, and seniority levels
• Excellent analytical and structured problem‑solving capabilities, including identifying root causes and translating data into practical solutions
• Strong communication and organizational skills with the ability to perform effectively in a structured, fast‑paced, and evolving global environment

Strongly Preferred

• Background in professional services, legal services, financial services, or another highly confidential, regulated, compliance‑driven, or client‑sensitive environment
• Experience partnering with international stakeholders across different markets, cultures, or regions
• Lean Six Sigma Green Belt, Black Belt, or equivalent continuous improvement certification
• Exposure to process digitization, workflow optimization, automation, AI, or operational transformation initiatives

Your Daily Tasks

Quality, Service Transition, and Operational Readiness

• Establish and maintain the GBS Manila Service Excellence and Quality Management Framework, ensuring consistent standards, controls, and governance across all services
• Partner with operational and functional leaders to transition, onboard, and stabilize new services through effective governance, operational readiness, knowledge transfer, and quality assurance
• Define service standards, customer experience expectations, and quality measures that support efficient, scalable, and high‑quality service delivery
• Conduct service reviews, quality assessments, and process audits to identify issues, implement corrective actions, and sustain improvements

Service Performance and Governance

• Develop and maintain KPI frameworks, scorecards, dashboards, and management reports that provide visibility into service quality, operational performance, and business outcomes
• Monitor performance trends, identify risks and improvement opportunities, and help operational leaders deliver sustainable performance gains
• Establish governance processes that strengthen performance management, accountability, and informed decision‑making
• Produce management insights and executive reports for business reviews, operational governance forums, and leadership decisions

Service Excellence and Innovation

• Establish and maintain process documentation, standards, and governance to ensure processes are clearly defined, consistently applied, and scalable
• Lead process mapping, documentation, standardisation, simplification, and optimisation initiatives that improve quality, efficiency, scalability, and risk management
• Facilitate process reviews, root cause analyses, problem‑solving activities, and improvement workshops to address operational inefficiencies
• Deliver continuous improvement initiatives that generate measurable gains in service quality, productivity, customer experience, and operational performance
• Evaluate opportunities to apply technology, automation, and AI to strengthen service quality, operational effectiveness, and business outcomes

Leadership and Stakeholder Engagement

• Build trusted relationships with business leaders, operational teams, and global stakeholders across the organization
• Influence decision‑making through data‑driven insights, effective communication, and constructive challenge
• Facilitate service reviews, governance forums, and stakeholder discussions that strengthen alignment, accountability, and continuous improvement
• Foster a culture of collaboration, ownership, service excellence, and continuous improvement across the organization
• Support strategic initiatives and act as a deputy for site leadership when required

What Success Looks Like

• Transition and embed new services successfully, with robust onboarding, knowledge transfer, quality controls, governance, and performance measures established from the outset
• Establish and embed a high‑performing service excellence and quality management framework with consistent standards, controls, and governance across all GBS functions
• Provide meaningful KPIs, scorecards, reports, and management insights that improve transparency, decision‑making, and proactive performance management
• Deliver continuous improvement and transformation initiatives that generate measurable gains in quality, productivity, efficiency, customer experience, and cost‑effectiveness
• Standardise, simplify, and optimise processes to reduce risk, improve scalability, and create a strong foundation for future growth
• Embed a culture of ownership, continuous improvement, and operational excellence that enables teams to sustain performance gains over time

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritises both performance and well-being.