- Provides suggestions for improvements in areas of cost reduction, service quality, productivity and learning and development and communicate these opportunities to the relevant Manila Tower Leadership Team and to the Strategy and Transformation Sr Manager
- Reviews Continuous Improvement ideas logged in the Bright Idea Tracker
- Leads and facilitates in closing identified Continuous Improvement projects to achieve the Manila GBS's Efficiency and Productivity goals
- Manages cross functional/cross departmental productivity and service quality programs and projects in the Manila GBS site including the review of actions identified on those projects/initiatives together with the person responsible in the site
- Researches and propose appropriate Manila GBS wide productivity and service quality training aligned with the Continuous Improvement culture and the Learning and Development Program of the site
- Provides training, coaching and mentoring to Manila GBS employees on the methodologies of Lean Sigma, Project Management and Service Quality Management
- Interacts effectively with the GPOs and various Manila GBS Teams in relation to Continuous Improvement projects and Service Quality initiatives, particularly those activities that have interfaces with the stakeholders.
- Reviews operational issues logged in the Issue Management Tool, helps determine root cause, and recommend long term solutions
- Helps the Service Delivery Managers in dramatically improving the customer service (stakeholder engagement as a result of the CSAT
- Facilitates preparation and delivery of Monthly Scorecard Reports and tracks completion of actions identified during the monthly review
- Manages the macro projects identified by the different Robotics Team Members and communicate any controls risk as part of the User Defined Application Policy
- Interacts with all levels of the Manila management and can document existing processes, manages and analyze data, and recommend business process improvement
- Executes other duties and projects as assigned by the Strategy and Transformation Sr Manager
- At least 5 years progressive experience in process improvement and performance measurement projects
- Experience in Shared Services / Business Process Outsourcing industry with multinational companies
- Strong project management skill is required
- Lean Six Sigma Black Belt/Green Belt Certification is a plus
- Excellent interpersonal, organizational skills and project management skills.
- Effective consulting skills along with the ability to positively influence others in a desired outcome to achieve identified outcomes without direct lines of authority
- Ability to coach and influence at all levels within the Manila organization
- Proficiency with Microsoft Word, Excel, PowerPoint and Visio
- Knowledge on Macro Excel or any Visual Basic Applications programming language is a plus
- Attention to detail and ability to make complex things simple to execute
- Strong communication and presentation skills.
- BA degree or equivalent required.
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Paglalarawan
Job DescriptionReporting directly to the Strategy & Transformation Sr Manager, the Process Reengineering Lead is
responsible
in leading Continuous Process Improvement (Productivity), enhancement of the quality of Service, and Performance Management requirements across all products and services in the Manila GBS site.
responsible
for driving awareness and understanding of the Continuous Improvement culture of the site. He will apply process improvement and reengineering methodologies and principles to conduct continuous improvement projects across the Manila organization.
He will be working closely with various stakeholders to carry out his mandate:
a. Manila GBS Senior Management Team, b. Manila GBS Functional Teams and c. GPOs and Process Stewards in the Manila site.
Key Responsibilities
