Sr Manager Process Improvement

Recruitify_HR; Pampanga; On-site; PHP 223,200 - 334,800; Full time

Benefits offered by this job

Allowance - 20,650

Relocation assistance

Job summary

A recruitment agency is seeking a Manager/Sr Manager for Process Improvement in Pampanga. The ideal candidate will manage Six Sigma initiatives and improve processes while achieving financial goals. Requirements include a Bachelor's degree, 5+ years in BPO collections, and Lean Six Sigma certification. The role involves working on-site or hybrid, focusing on efficiency and compliance to enhance customer experience and operational metrics.

Qualifications

• 5+ years of experience in collections or banking accounts in BPO setting.
• Lean Six Sigma Greenbelt or Blackbelt Certified.
• At least 5 years of managerial experience in the BPO industry.

Responsibilities

• Lead Six Sigma initiatives across the enterprise.
• Innovate and execute process improvement projects.
• Achieve Platinum Standards in Client metrics.

Skills

Six Sigma practices

Project Management

Strategic thinking

Change management

Stakeholder management

Education

Bachelor's Degree in any field

Job description

Job Description

Role: Manager/Sr Manager Process Improvement

Reports to: Senior Director

Work set up: Work Onsite/Hybrid

Salary and Benefits:

• Allowance - 20,650
• Relocation assistance - will be discussed during the interview

Candidates that are six sigma practitioners and process improvement experienced

Must be willing to work on flexible schedule. Willing to work onsite/hybrid in Clark, Pampanga

• Earned a Bachelor’s Degree in any field - Mandatory and non negotiable
• Experience in collections or banking accounts in BPO setting for 5 to 8 years - Mandatory and non negotiable
• Lean Six Sigma Greenbelt or Blackbelt Certified - minimum - Mandatory and non negotiable
• At least 5 years of managerial experience in the BPO industry - Mandatory and non negotiable
• Lead experience in various operational functions in the industry like Training, Quality, Workforce, Operations
• Experience in change management, stakeholder management, and influencing people without authority
• Capacity to think strategically and innovatively
• Experience in managing collections accounts
• Excellent Project Management skills
• Strong background on process development and improvement

The Service Excellence Sr Manager is responsible for leading and executing Six Sigma initiatives by engaging with senior leaders across the enterprise to identify and scope related business challenges, conduct fact-based analyses and problem solving, and develop actionable recommendations to drive business impact through improvement in cost, customer experience, and demand management.

As a Service Excellence Manager, you will innovate process improvement projects to achieve internal and external goals while earning maximum potential revenue and margin. You will contribute by:

• Working collaboratively with the team to achieve optimal results on efficiency metrics and help them achieve promoter status, grow current business and win new clients through projects that will improve customer lifetime value;
• Support the Service Delivery team to reach Platinum Standards in Client metrics through gap analysis and improvement projects;
• Support Site activities in ensuring achievement of healthy financial goals by delivering high impact projects targeting financial gains such as Bonus maximization, penalty management and operational costs reduction;
• Support Focus Metrics activities with the site assigned;
• Conduct regular audits and reporting against compliance with contractual and regulatory requirements (i.e. SOW and government requirements);
• Team up with site/client leaders in upholding compliance in all organization policies and standard procedures;
• Validate control plans and governance processes set up in the business; and
• Maintain and publish OE dashboards (like projects, OE action item tracker, etc.).