Service Operation Excellence Supervisor

jci; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

JCI is seeking a Service Operations Excellence Supervisor to lead and drive productivity, customer satisfaction, and efficiency across service delivery teams. You will implement best practices, track KPIs, and lead cross-functional improvement initiatives, while coaching a team of analysts and coordinators.

You will collaborate with field operations, sales, and finance to deliver data-driven insights and transformational initiatives that align with company standards and policies.

Qualifications

• Bachelor's degree in a related field.
• At least 5 years in service/operations or operational excellence.
• Prior supervisory or team leadership experience.
• Experience in service-focused or field-service organizations preferred.

Responsibilities

• Implement and sustain operational excellence programs and best practices.
• Track service KPIs and develop leadership dashboards.
• Lead continuous improvement projects and root-cause analysis.
• Supervise Analysts/Coordinators and coach the team.
• Collaborate with field ops, sales, finance, and customer service.
• Present insights and recommendations to management.

Skills

Data analysis

Stakeholder management

Problem solving

Project management

Education

Bachelor's degree (related field)

Tools

Power BI

Tableau

Excel

Job description

What you will do:

The Service Operations Excellence Supervisor will lead and support service operations excellence initiatives to improve productivity, customer satisfaction, operational efficiency, and business performance. Drive standardization, data-driven decision making, continuous improvement programs, and adherence to operational best practices across service delivery teams.

How you will do it:

Operational Excellence

• Implement and sustain operational excellence programs and best practices.
• Identify process improvement opportunities using Lean, Six Sigma, or continuous improvement methodologies.
• Standardize workflows and operating procedures across service teams.
• Monitor operational performance and recommend corrective actions.

Performance Management

• Track and analyze service KPIs
• Develop dashboards and reports for leadership reviews.
• Conduct trend analysis and performance reviews.

Business Process Improvement

• Lead continuous improvement projects.
• Facilitate root-cause analysis for operational issues.
• Drive automation and digital transformation initiatives.
• Ensure compliance with company policies and operational standards.

Team Leadership

• Supervise Operations Excellence Analysts or Coordinators.
• Coach and develop team members.
• Lead cross-functional improvement workshops.
• Partner with service managers and field leaders to implement changes.

Customer & Stakeholder Management

• Collaborate with field operations, sales, finance, and customer service teams.
• Support initiatives that improve customer experience and service quality.
• Present operational insights and recommendations to management.

What we look for:

• Bachelor's degree in Business Administration, Engineering, Operations Management, Industrial Engineering, or related field.
• 5+ years in service operations, business operations, process improvement, or operational excellence.
• Prior supervisory or team leadership experience.
• Experience in service-focused or field-service organizations is preferred.

Nice to have skills

• Lean Six Sigma (Green Belt preferred)
• Data analysis and reporting
• Advanced Excel, Power BI, Tableau, or similar tools
• Project management
• Process mapping and documentation
• Strong stakeholder management and communication skills
• Problem-solving and root-cause analysis.