Process Excellence Manager
Salary undisclosed
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Job Summary
- HMO on Day 1
- Receive promising perks and rewards
- Experience travel opportunities
- Get recognized for what you do
- Achieve work-life balance
- Improve exponentially with enhanced learning
Responsibilities
- Lead and manage organization-wide projects to enhance operational efficiency by streamlining processes, leveraging automation, and eliminating inefficiencies using Lean Six Sigma methodologies. Collaborate with stakeholders to simplify workflows.
- Conduct Lean Six Sigma training sessions, including Champion, Yellow Belt, and Green Belt programs, while mentoring and coaching employees on effective use and application of continuous improvement tools.
- Plan and execute continuous improvement projects aligned with strategic priorities, ensuring recommendations are backed by strong business rationale.
- Act as a change agent, promoting Lean Six Sigma methodologies, fostering a culture of continuous improvement, and supporting program deployment across the business.
- Lead root cause analysis to identify key areas for improvement and communicate progress through Business Excellence forums and other relevant channels.
- Oversee multiple cross-functional programs and projects, ensuring success through collaboration with functional managers.
- Manage initiatives related to cultural transformation, regional planning, process improvement, change management, and quality enhancement by defining scope, setting objectives, and tracking progress.
- Continuously monitor program performance, analyze deviations from plans, and work closely with local stakeholders and decision-makers to drive success.
- Manage and lead the business consultancy team – review / draft proposals, engage with client and coordinate with stakeholders to meet and exceed client’s expectations on every project.
- Execute process review and reengineering for internal and external clients based on their requirements.
- Prepare, Manage and Maintain company and client SOPs based on client needs and compliance purposes.
Requirements
- Five years of experience in contact center management, with at least one year applying Lean Sigma, Six Sigma, or Project Management tools and methodologies, or equivalent experience.
- Deep knowledge of call center operations and the ability to thrive in a fast-paced, ever-changing environment.
- Bachelor’s degree in a business-related field or equivalent professional experience.
- Lean Sigma or Six Sigma Green Belt Certification is required.
- Oversees project tasks, monitors progress, and resolves any challenges that arise.
- Communicates project updates and reports to all stakeholders in a timely manner.
- Identifies and mitigates risks to ensure project success.
- Ensures the quality of project outcomes meets expectations.
- Manages project scope to ensure deliverables align with agreed-upon objectives unless formally adjusted.
- Defines and tracks key metrics to measure project progress and success.
- Maintains the work plan, ensuring tasks are completed on time and within budget
- Amenable to report onsite in either Ortigas, Pasig City / Cubao, Quezon City
- Can start ASAP
Job Summary
- HMO on Day 1
- Receive promising perks and rewards
- Experience travel opportunities
- Get recognized for what you do
- Achieve work-life balance
- Improve exponentially with enhanced learning
Responsibilities
- Lead and manage organization-wide projects to enhance operational efficiency by streamlining processes, leveraging automation, and eliminating inefficiencies using Lean Six Sigma methodologies. Collaborate with stakeholders to simplify workflows.
- Conduct Lean Six Sigma training sessions, including Champion, Yellow Belt, and Green Belt programs, while mentoring and coaching employees on effective use and application of continuous improvement tools.
- Plan and execute continuous improvement projects aligned with strategic priorities, ensuring recommendations are backed by strong business rationale.
- Act as a change agent, promoting Lean Six Sigma methodologies, fostering a culture of continuous improvement, and supporting program deployment across the business.
- Lead root cause analysis to identify key areas for improvement and communicate progress through Business Excellence forums and other relevant channels.
- Oversee multiple cross-functional programs and projects, ensuring success through collaboration with functional managers.
- Manage initiatives related to cultural transformation, regional planning, process improvement, change management, and quality enhancement by defining scope, setting objectives, and tracking progress.
- Continuously monitor program performance, analyze deviations from plans, and work closely with local stakeholders and decision-makers to drive success.
- Manage and lead the business consultancy team – review / draft proposals, engage with client and coordinate with stakeholders to meet and exceed client’s expectations on every project.
- Execute process review and reengineering for internal and external clients based on their requirements.
- Prepare, Manage and Maintain company and client SOPs based on client needs and compliance purposes.
Requirements
- Five years of experience in contact center management, with at least one year applying Lean Sigma, Six Sigma, or Project Management tools and methodologies, or equivalent experience.
- Deep knowledge of call center operations and the ability to thrive in a fast-paced, ever-changing environment.
- Bachelor’s degree in a business-related field or equivalent professional experience.
- Lean Sigma or Six Sigma Green Belt Certification is required.
- Oversees project tasks, monitors progress, and resolves any challenges that arise.
- Communicates project updates and reports to all stakeholders in a timely manner.
- Identifies and mitigates risks to ensure project success.
- Ensures the quality of project outcomes meets expectations.
- Manages project scope to ensure deliverables align with agreed-upon objectives unless formally adjusted.
- Defines and tracks key metrics to measure project progress and success.
- Maintains the work plan, ensuring tasks are completed on time and within budget
- Amenable to report onsite in either Ortigas, Pasig City / Cubao, Quezon City
- Can start ASAP