- Lead end-to-end process improvement initiatives to enhance productivity, service quality, and customer satisfaction.
- Identify operational performance gaps and implement data-driven strategies to optimize workflows.
- Drive Lean Six Sigma methodologies and establish sustainable process governance frameworks.
- Collaborate with cross-functional leaders to align operational improvements with overall business objectives.
- Mentor and coach managers and teams on continuous improvement principles and best practices.
- Oversee project execution, ensuring timelines, KPIs, and deliverables are met.
- Partner closely with stakeholders across Banking, Financial Services, and Collections accounts to implement high-impact transformation initiatives.
- Six Sigma Greenbelt or Blackbelt Certification (Required).
- At least 5 years of managerial experience within the BPO industry.
- Strong experience handling Banking & Financial Services, Collections, Telco or Media accounts.
- Hands-on experience in Process Improvement within a BPO setting.
- Proven track record in leading transformation, optimization, or operational excellence projects.
- Strong analytical skills with excellent communication and stakeholder management abilities.
- Must be willing to work on a shifting and flexible schedule.
- Willing to work onsite/hybrid in Clark, Pampanga.
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Senior Manager – Process Improvement - Pampanga - E-Solutions
Paglalarawan
Location: Clark, Pampanga
Work Setup: Hybrid
Schedule: Shifting Schedule
Salary Package: Up to Php 180,000
About the Role
We are seeking a highly experienced Senior Manager for Process Improvement (Service Excellence) to drive innovation, operational efficiency, and continuous improvement across key business functions. This role is ideal for a strategic leader with strong expertise in BPO process optimization, particularly within Banking & Financial Services or Collections verticals, and a proven ability to deliver measurable business impact.
Key Responsibilities
Qualifications
Working Conditions
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