Sr. Manager- Process Improvement

Sutherland; Angeles; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

A leading global services firm is seeking a Senior Manager for Service Excellence to lead Lean Six Sigma initiatives and improve operational performance. Ideal candidates should have LSS Greenbelt certification, significant BPO experience, and a strong record in managing telecommunication accounts. This role requires a proactive approach to mentoring and developing teams while ensuring project delivery aligns with strategic goals.

Qualifications

• Minimum of 10 Greenbelt projects completed for KPI Improvement.
• Experience in managing Telco and Media accounts.
• Minimum 10 years in BPO industry.

Responsibilities

• Lead Lean Six Sigma initiatives across the enterprise.
• Mentor Project Managers on Lean Six Sigma.
• Develop presentations for senior management discussing project progress.

Skills

Lean Six Sigma expertise

Project management

Data analysis

Customer experience improvement

Education

LSS Greenbelt Certification

Job description

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market‑leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

Sutherland is seeking a dynamic and goal‑oriented person to join us as Senior Manager for Service Excellence. We are a group of driven and hard‑working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

The Lean Six Sigma Process Improvement Manager is responsible for leading and executing Lean Six Sigma (LSS) initiatives by engaging with senior leaders across the enterprise to identify and scope Lean‑related business challenges, conduct fact‑based analyses and problem solving, and develop actionable recommendations to drive business impact through improvements in cost, customer experience, and demand management.

Sr. Manager / Manager for Process Improvement in this role get to:

• Ensure the timely delivery of project results that meet or exceed agreed‑upon metrics or goals.
• Structures identified business challenges logically.
• Mentor Project Managers on Lean Six Sigma and general project management skills
• Act as a key driver for change within the business units aligned to supporting project execution and toll‑gating and helping them to learn, understand, adjust and grow with the business Lean Six Sigma transformation.
• Conduct in‑depth analyses (when required), including data collection, data analyses, and synthesis of data to generate key insights for projects or Lean deployment strategies.
• Develop presentations for senior management to facilitate discussions on project or program progress, results and assistance needed from them.
• Generate insights based on tools including (but not limited to) customer interviews, desk research, discussions with Lean experts, focus groups, and surveys.
• Ensure disciplined, data‑driven, well‑documented approaches to improving end‑to‑end operational performance led by the voice of the customer.
• Quantify impact of projects on financials, productivity, customer experience.
• Promote a risk‑aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
• Provides hands‑on leadership to Project Managers and Associates
• Builds a strong team and develops them to their full potential.
• Recognize when there are obstacles preventing others from achieving their goals and readily intervene and find resourceful ways to remove them.
• Develop and maintain relationships with senior leadership.

Qualifications

• LSS Greenbelt Certified (MINIMUM)

• Completed at least 10 Greenbelt projects as Greenbelt certified for KPI Improvement such as CSAT, AHT etc. (REQUIRED)

• Experience in managing Telco and Media accounts

• 10 years of minimum experience working in BPO

• Process Improvement experience in BPO Setup is required

• At least 5 years’ experience in a Process Improvement capacity

• Minimum tenure of at least 2 years in last 2 organizations

• Must be at least an incumbent Manager or current Sr. Manager

Additional Information

All your information will be kept confidential according to EEO guidelines.