Senior Manager - Process Excellence - BE

Role / Position : Process Excellence Manager/Sr. Manager

Reporting to – General Manager, Process Excellence (Philippines)

Location – Required to be onsite or work in multiple sites

Work timings – Mid Shift/Night Shift (US shifts)

Job Description

• Collaborate with diverse stakeholders to create process excellence strategies and roadmaps to define and achieve functional goals
• Conduct E2E process deep dive study to identify potential automation / digital transformation opportunities leveraging bots, assisted bots, chatbots, OCR, dynamic workflow solutions, AIML and generative AI capabilities
• Lead and facilitate lean/six sigma projects aimed at improving operational efficiency, risk reduction, and customer experience within voice, chat, and back-office processes preferably in Travel, e-commerce or customer service domain
• Create digital landscape across organization to identify potential digital levers for deployment
• Develop and implement data-driven solutions to generate efficiency, eliminate waste, and standardize best practices
• Leverage various improvement approaches and tools & techniques e.g. VSM, FMEA, RCA to identify risk reduction and customer experience opportunities
• Conduct customer journey map leveraging various process modeling tools e.g. Visio, Igrafx, Aris to identify scalable improvement / automation opportunities
• Apply big data analytics / data analysis approach to identify potential business challenges / pain areas
• Demonstrate capability to independently manage large transformational & cross functional engagements
• Develop strategy to replicate best practices across functions/enterprise to ensure optimum usage of existing capabilities
• Apply innovative problem-solving methodology/approaches e.g. Design thinking (DT) to improve process efficiency and effectiveness
• Lead/partner in various business specific performance reviews and share the update on various process excellence engagements and practices
• Conduct various six sigma trainings – Improvement / DFSS / Lean methodologies
• Drive continuous improvement through ideation / innovation / kaizen events
• Establish key performance indicators (KPIs) and metrics to measure process performance and monitor ongoing improvement initiatives
• Baseline the key process metrics on a regular frequency to strengthen the process performance on key metrics
• Act as a subject matter expert / consultant on improvement / automation methodology, providing guidance and support to the stakeholders across levels
• Effectively communicate the progress/status of various projects & engagements with the aligned stakeholders through various communication channels e.g. reports, dashboards
• Continuously monitor industry trends, best practices, and emerging technologies related to BPO operations and process improvement.

Minimum Requirements:

• Proof of certifications for the skills required as applicable
• Bachelor's/Master’s degree in any discipline from a reputed and recognized university
• Certified Lean Six Sigma Green Belt/Black Belt with a minimum of 5 - 6 years of experience in leading process improvements and automation/digital transformation projects in a BPO or similar environment
• Strong understanding of BPO operations, including voice, chat, and back-office processes
• Experience with process automation e.g. robotics, chatbots, OCR, dynamic workflow solutions, AIML, generative AI or other emerging technologies is a must
• Proficiency in Lean Six Sigma Methodologies and tools, including DMAIC, Lean & DFSS
• Proven track record of successfully delivering measurable results through lean six sigma, automation and digital transformation including efficiency improvement, defect reduction, cycle time reduction, risk reduction and improved customer experience
• Excellent analytical, problem-solving, and decision-making skills
• Strong project management skills with ability to prioritize tasks, manage deadlines, and work effectively under pressure.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels of the organization.