Expert - Operational Excellence

Job Purpose:

The Operational Excellence Expert is responsible for advancing operational excellence across GSC Manila by driving performance improvement, governance, service quality, service fulfilment excellence, continuous improvement, digital transformation, and business resilience. The role partners with business and functional leaders to deliver sustainable improvements, strengthen organizational capability, and enhance operational effectiveness through data-driven insights and First Choice methodologies.

PrincipalAccountabilities:

OperationalExcellenceGovernance

• Drive adherence to GSC and DGF Target Operating Models, policies, SOPs, governance frameworks, and customer commitments.
• Identify operational risks, performance gaps, and process
• Lead governance reviews and provide data-driven recommendations to
• Monitor the timely and effective completion of corrective and preventive
  
  

Quality,AuditandServiceFulfilment

• Conduct quality audits, process assessments, and service fulfilment reviews to validate compliance with SOPs, internal controls, quality standards, customer requirements, and governance frameworks.
• Monitor and analyze service fulfilment compliance and operational performance, including SLA/TAT adherence, service breaches, errors, complaints, operational failures, and process effectiveness to identify risks and improvement
• Analyze quality and service performance trends to identify process gaps, risks, and improvement
• Recommend and monitor corrective and preventive actions (CAPA) to address identified compliance, quality, and service performance gaps.
• Maintain audit documentation, quality records, and performance trackers, and provide management reporting to support governance, decision-making, and continuous
  
  

ContinuousImprovementandFirstChoice

• Lead the deployment and sustainability of First Choice and continuous improvement initiatives across GSC Manila.
• Apply and drive the adoption and effective application of First Choice core tools and methodologies to improve operational performance, productivity and service
• Facilitate training, workshops, and knowledge-sharing sessions to strengthen continuous improvement capability across the organization.
• Coach leaders and teams on First Choice tools, process improvement, and operational excellence
• Deliver cross-functional improvement initiatives with measurable quality,service, productivity, or cost benefits.
• Promote a culture of continuous improvement, accountability, and operational
  
  

DigitalizationandAutomation

• Identify and prioritize opportunities for process simplification, automation, and improved
• Develop or enhance solutions using Power BI, Power Automate, Power Apps, Excel, and approved AI tools.
• Build dashboards and reporting solutions that provide timely and actionable
• Measure adoption, effort reduction, and business benefits from digital
  
  

Business Resilience

• Coordinate Business Continuity Management System activities, training, simulations, and readiness
• Maintain required business continuity documentation and monitor
• Support incident response, recovery activities, and closure of identified
  
  

BehavioralCompetencies

• Continuous Improvement & Problem Solving
  
  

Applies DMAIC, First Choice methodologies, and structured problem-solving techniques to identify root causes, implement sustainable solutions, and drive measurable business improvements.

• Influencing & Stakeholder Management
  
  

Builds strong partnerships, challenges existing practices constructively, and drives accountability across functions without direct authority.

• Communication & Facilitation
  
  

Effectively facilitates workshops, training sessions, governance reviews, and leadership discussions, adapting communication to different audiences.

• Coaching & Capability Building
  
  

Develops operational excellence capabilities through coaching, mentoring, training, and knowledge sharing.

• Change Leadership
  
  

Leads and supports the adoption of new ways of working, fostering a culture of operational excellence, continuous improvement, and innovation.

• Results Orientation
  
  

Delivers measurable business outcomes through disciplined execution, ownership, and follow-through.

QualificationsandExperience:

• Bachelor's degree in Industrial Engineering, Business , Supply Chain, Operations Management, or a related field.
• At least three to five years of relevant experience in operational excellence, quality management, continuous improvement, process governance, or a related
• Demonstrated experience in data analysis, stakeholder facilitation, problem-solving, and improvement-project
• Working knowledge of Power BI, Power Automate, Power Apps, or advanced Excel is
  
  

PreferredCertifications:

• Lean Six Sigma Green Belt or higher
• ISO Internal Auditor
• Business Continuity Management certification
• Microsoft Power Platform certification