Drive Service Excellence Across a Global Legal Enterprise
Our client is a top-tier international legal and professional services firm supporting financial institutions, investment managers, global corporations, and family offices across key financial jurisdictions. With more than 60 years of industry leadership, the firm delivers trusted legal, corporate, compliance, formation, and fiduciary solutions. Its globally connected teams combine commercial insight, jurisdictional expertise, and client-focused service to help organizations navigate complex markets, manage risk, and confidently achieve their strategic ambitions worldwide.
Job Description
Lead meaningful transformation within a prestigious global legal services organization trusted across major financial jurisdictions. The Quality & Operational Excellence Lead establishes quality frameworks, strengthens operational governance, and turns performance insights into sustainable business improvements. With Emapta, build a long-term global career defined by stability, growth, worldwide exposure, work-life balance, and a top 1% experience for top 1% talent to thrive.
Job Overview
- Employment Type: Full Time
- Work Setup: Onsite, Makati
- Shift: Mid Shift, 9:00 AM-6:00 PM UK Time, Weekends Off
Exciting Perks Await!
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Fixed weekends off
- Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
Required
- 5-7 years of experience in service excellence, quality management, operational excellence, continuous improvement, shared services, GBS, BPO, or a similar service delivery environment
- Demonstrated experience establishing and embedding quality, service excellence, performance management, or operational excellence frameworks
- Experience supporting service transitions, onboarding, and stabilisation through operational readiness, governance, and knowledge transfer
- Experience leading process documentation, standardisation, simplification, and improvement initiatives that deliver measurable business outcomes
- Experience developing and managing KPIs, scorecards, dashboards, and performance reports that support operational decision-making
- Strong stakeholder management, communication, and influencing skills, with the ability to engage across functions, geographies, and seniority levels
- Strong analytical, problem-solving, and organisational skills, with the ability to succeed in a structured, fast-paced, and evolving environment
Strongly Preferred
- Experience working in professional services, legal services, or another confidential, client-sensitive, or compliance-driven environment
- Experience collaborating with international stakeholders across multiple markets and cultures
- Lean Six Sigma Green Belt, Black Belt, or equivalent continuous improvement certification
- Experience supporting process digitisation, workflow optimisation, automation, or operational modernisation
Your Daily Tasks
Quality, Service Transition, and Operational Readiness
- Establish and maintain the GBS Manila Service Excellence and Quality Management Framework, ensuring consistent standards, controls, and governance across all services
- Partner with operational and functional leaders to transition, onboard, and stabilize new services through effective governance, operational readiness, knowledge transfer, and quality assurance
- Define service standards, customer experience expectations, and quality measures that support efficient, scalable, and high-quality service delivery
- Conduct service reviews, quality assessments, and process audits to identify issues, implement corrective actions, and sustain improvements
Service Performance and Governance
- Develop and maintain KPI frameworks, scorecards, dashboards, and management reports that provide visibility into service quality, operational performance, and business outcomes
- Monitor performance trends, identify risks and improvement opportunities, and help operational leaders deliver sustainable performance gains
- Establish governance processes that strengthen performance management, accountability, and informed decision-making
- Produce management insights and executive reports for business reviews, operational governance forums, and leadership decisions
Service Excellence and Innovation
- Establish and maintain process documentation, standards, and governance to ensure processes are clearly defined, consistently applied, and scalable
- Lead process mapping, documentation, standardization, simplification, and optimization initiatives that improve quality, efficiency, scalability, and risk management
- Facilitate process reviews, root cause analyses, problem-solving activities, and improvement workshops to address operational inefficiencies
- Deliver continuous improvement initiatives that generate measurable gains in service quality, productivity, customer experience, and operational performance
- Evaluate opportunities to apply technology, automation, and AI to strengthen service quality, operational effectiveness, and business outcomes
Leadership and Stakeholder Engagement
- Build trusted relationships with business leaders, operational teams, and global stakeholders across the organization
- Influence decision-making through data-driven insights, effective communication, and constructive challenge
- Facilitate service reviews, governance forums, and stakeholder discussions that strengthen alignment, accountability, and continuous improvement
- Foster a culture of collaboration, ownership, service excellence, and continuous improvement across the organization
- Support strategic initiatives and act as a deputy for site leadership when required
What Success Looks Like
- Transition and embed new services successfully, with robust onboarding, knowledge transfer, quality controls, governance, and performance measures established from the outset
- Establish and embed a high-performing service excellence and quality management framework with consistent standards, controls, and governance across all GBS functions
- Provide meaningful KPIs, scorecards, reports, and management insights that improve transparency, decision-making, and proactive performance management
- Deliver continuous improvement and transformation initiatives that generate measurable gains in quality, productivity, efficiency, customer experience, and cost-effectiveness
- Standardize, simplify, and optimize processes to reduce risk, improve scalability, and create a strong foundation for future growth
- Embed a culture of ownership, continuous improvement, and operational excellence that enables teams to sustain performance gains over time
Join the Top 1% Talent. A better career. A better life.
Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia'sBest Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.
Apply now and experience the difference!
