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

Emapta; Philippines; On-site; PHP 1,440,000 - 2,000,000; Full time

Benefits offered by this job

HMO coverage for dependents

Competitive salary

Fixed weekends off

Office in Makati

Salary advance program

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Referral incentives

Government benefits

20 annual leaves

Job summary

Emapta Philippines is seeking a Quality & Operational Excellence Lead to drive transformation across a global professional services organization. The role establishes quality frameworks, governance, and performance measurement to enable scalable, high-quality service delivery.

You will partner with global leaders to transition new services, define standards, and produce KPI dashboards. The role offers exposure to international stakeholders, career growth, and a stable, growth-oriented

Qualifications

• Minimum 5–7 years in service excellence or quality/operational improvement.
• Experience embedding quality frameworks and governance.
• Experience supporting transitions, onboarding, and stabilization of services.
• Track record in KPI development and performance reporting.

Responsibilities

• Establish and maintain the GBS Manila Service Excellence and Quality Management Framework.
• Transition, onboard, and stabilize new services with governance and knowledge transfer.
• Define service standards and quality measures for scalable delivery.
• Conduct quality reviews, audits, and corrective actions.
• Develop KPI frameworks and dashboards with actionable insights.

Skills

Service excellence

Quality management

Operational excellence

Continuous improvement

Stakeholder engagement

Education

Lean Six Sigma Green Belt / Black Belt

Tools

Quality management software

Job description

Drive Service Excellence Across a Global Legal Enterprise

Our client is a top-tier international legal and professional services firm supporting financial institutions, investment managers, global corporations, and family offices across key financial jurisdictions. With more than 60 years of industry leadership, the firm delivers trusted legal, corporate, compliance, formation, and fiduciary solutions. Its globally connected teams combine commercial insight, jurisdictional expertise, and client-focused service to help organizations navigate complex markets, manage risk, and confidently achieve their strategic ambitions worldwide.

Job Description

Lead meaningful transformation within a prestigious global legal services organization trusted across major financial jurisdictions. The Quality & Operational Excellence Lead establishes quality frameworks, strengthens operational governance, and turns performance insights into sustainable business improvements. With Emapta, build a long-term global career defined by stability, growth, worldwide exposure, work-life balance, and a top 1% experience for top 1% talent to thrive.

Job Overview

• Employment Type: Full Time
• Work Setup: Onsite, Makati
• 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
• Fixed weekends off
• 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

Required

• 5-7 years of experience in service excellence, quality management, operational excellence, continuous improvement, shared services, GBS, BPO, or a similar service delivery environment
• Demonstrated experience establishing and embedding quality, service excellence, performance management, or operational excellence frameworks
• Experience supporting service transitions, onboarding, and stabilisation through operational readiness, governance, and knowledge transfer
• Experience leading process documentation, standardisation, simplification, and improvement initiatives that deliver measurable business outcomes
• Experience developing and managing KPIs, scorecards, dashboards, and performance reports that support operational decision-making
• Strong stakeholder management, communication, and influencing skills, with the ability to engage across functions, geographies, and seniority levels
• Strong analytical, problem-solving, and organisational skills, with the ability to succeed in a structured, fast-paced, and evolving environment

Strongly Preferred

• Experience working in professional services, legal services, or another confidential, client-sensitive, or compliance-driven environment
• Experience collaborating with international stakeholders across multiple markets and cultures
• Lean Six Sigma Green Belt, Black Belt, or equivalent continuous improvement certification
• Experience supporting process digitisation, workflow optimisation, automation, or operational modernisation

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, standardization, simplification, and optimization 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
• Standardize, simplify, and optimize 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 prioritizes both performance and well-being.