Senior Process Improvement Manager

Company Description

MyGlit Intelligence is a cutting-edge recruitment and talent-intelligence platform leveraging data, automation, and AI-driven insights to simplify and enhance hiring processes. Focused on high-volume and skill-centric industries such as BPO, IT, customer service, and emerging talent markets, we enable organizations and recruiters to make more informed and efficient hiring decisions. Our platform revolutionizes candidate matching, streamlines screening, and boosts workforce visibility. At MyGlit Intelligence, we are committed to creating intelligent, efficient, and equitable recruitment solutions.

Role Description

Reports to: Senior Director

Work set up: Work Onsite/Hybrid

Work location: Clark, Pampanga

Work schedule: Flexible sched

Target start date: ASAP

Salary and Benefits:

Basis Pay - 160k basic pay

Allowance - 20,650

Performance incentive - quarterly

Relocation assistance - will be discussed during the interview

Candidates that are six sigma practitioners and process improvement experienced

Must be willing to work on flexible schedule. Willing to work onsite/hybrid in Clark, Pampanga

Minimum qualifications:

Earned a Bachelor's Degree in any field Mandatory and non negotiable

Experience in collections or banking accounts in BPO setting for 5 to 8 years Mandatory and non negotiable

Lean Six Sigma Greenbelt or Blackbelt Certified - minimum Mandatory and non negotiable

At least 5 years of managerial experience in the BPO industry Mandatory and non negotiable

Lead experience in various operational functions in the industry like Training, Quality, Workforce, Operations

Experience in change management, stakeholder management, and influencing people without authority

Capacity to think strategically and innovatively

Experience in managing collections accounts

Excellent Project Management skills

Strong background on process development and improvement

The Service Excellence Sr Manager is responsible for leading and executing Six Sigma initiatives by engaging with senior leaders across the enterprise to identify and scope related business challenges, conduct fact-based analyses and problem solving, and develop actionable recommendations to drive business impact through improvement in cost, customer experience, and demand management.

As a Service Excellence Manager, you will innovate process improvement projects to achieve internal and external goals while earning maximum potential revenue and margin. You will contribute by:

Key responsibilities:

Working collaboratively with the team to achieve optimal results on efficiency metrics and help them achieve promoter status, grow current business and win new clients through projects that will improve customer lifetime value;

Support the Service Delivery team to reach Platinum Standards in Client metrics through gap analysis and improvement projects;

Support Site activities in ensuring achievement of healthy financial goals by delivering high impact projects targeting financial gains such as Bonus maximization, penalty management and operational costs reduction;

Support Focus Metrics activities with the site assigned;

Conduct regular audits and reporting against compliance with contractual and regulatory requirements (i.e. SOW and government requirements);

Team up with site/client leaders in upholding compliance in all organization policies and standard procedures;

Validate control plans and governance processes set up in the business; and

Maintain and publish OE dashboards (like projects, OE action item tracker, etc.).