Position Title: Operational Excellence Lead
Location: Ortigas, Pasig City
Work Arrangement: Onsite, Dayshift
Salary: Up to 100,000 PHP Basic Pay
Job Summary:
The Operational Excellence Lead will be responsible for developing and implementing company-wide standards and procedures to drive improvements in quality, efficiency, customer service, and business effectiveness. This role will also focus on creating a pipeline for new revenue streams and building the infrastructure to support business growth, while collaborating closely with various internal departments.
Key Responsibilities:
- Stay aligned with corporate goals and strategies, plan and execute projects across departments, and monitor progress to ensure projects meet department and corporate objectives.
- Design and maintain company-wide quality and productivity standards. Ensure all client teams comply with these standards through training, workshops, and ongoing monitoring.
- Provide OPEX professional services to other departments (including Service Delivery, Sales, CRD, CI, and PSG), such as problem-solving, process improvement consulting, benchmarking reports, lean process mapping, and service proposals. These services aim to acquire new clients, onboard prospects, and grow existing accounts.
- Support the development of new products and business models by following the new product innovation process. Collaborate with U.S. Sales/Marketing/CRD, China Service Delivery, and clients to design, test, pilot, and launch new products to drive profitability and business growth.
- Provide coaching and mentorship to less experienced staff, ensuring they develop effective skills in lean methodologies, project planning, and execution.
Qualifications:
- Education: Bachelor's Degree in any field (required).
- Experience:Minimum of 5 years experience in a BPO environment.
- At least 3 years of experience in QA/QC roles is preferred
