Key Responsibilities:
Provides suggestions for improvements in areas of cost reduction, service quality, productivity and learning and development and communicate these opportunities to the relevant Manila Tower Leadership Team and to the Strategy and Execution Manager
Reviews Continuous Improvement ideas logged in the Bright Idea Tracker
Leads and facilitates in closing identified Continuous Improvement projects to achieve the Manila GOC’s Efficiency and Productivity goals
Manages cross-functional/cross-departmental productivity and service quality programs and projects in the Manila GOC site including the review of actions identified on those projects/initiatives together with the person responsible in the site
Researches and propose appropriate Manila GOC-wide productivity and service quality training aligned with the Continuous Improvement culture and the Learning and Development Program of the site
Provides training, coaching and mentoring to Manila GOC employees on the methodologies of Lean Sigma, Project Management and Service Quality Management
Interacts effectively with the GPOs and various Manila GOC Teams in relation to Continuous Improvement projects and Service Quality initiatives, particularly those activities that have interfaces with the stakeholders.
Reviews operational issues logged in the Issue Management Tool, helps determine root cause, and recommend long term solutions
Helps the Service Delivery Managers in dramatically improving customer service (stakeholder engagement as a result of the CSAT
Facilitates the preparation and delivery of Monthly Scorecard Reports and tracks completion of actions identified during the monthly review
Manages the macro projects identified by the different Robotics Team Members and communicate any controls risk as part of the User Defined Application Policy
Interacts with all levels of the Manila management and can document existing processes, manages and analyze data, and recommend business process improvement
Executes other duties and projects as assigned by the Strategy and Execution Manager
Job Specifications:
At least 5 years progressive experience in process improvement and performance measurement projects
Experience in Shared Services / Business Process Outsourcing industry with multinational companies
Strong project management skill is required
Lean Six Sigma Black Belt/Green Belt Certification is a plus
Excellent interpersonal, organizational skills and project management skills.
Effective consulting skills along with the ability to positively influence others in the desired outcome to achieve identified outcomes without direct lines of authority
Ability to coach and influence at all levels within the Manila organization
Proficiency with Microsoft Word, Excel, Powerpoint and Visio
Knowledge on Macro Excel or any Visual Basic Applications programming language is a plus
Attention to detail and ability to make complex things simple to execute
Strong communication and presentation skills.
BA degree or equivalent required.
