Role Overview:

We are seeking a Manager/Sr Manager in Process Improvement to lead and execute process enhancement initiatives. This role reports to the Senior Director and focuses on identifying business challenges, conducting analyses, and developing recommendations to improve cost efficiency, customer experience, and demand management.

Work Arrangement:

• Work Setup: Onsite/Hybrid


• Location: Clark, Pampanga


• Schedule: Early night shift to night shift (weekends off)


• Target Start Date: Before the end of November

Compensation and Benefits:

• All-in Package: Up to 180k


• Performance Incentive: Quarterly


• Relocation Assistance: To be discussed during the interview

Minimum Qualifications:

• Bachelor’s Degree in any field


• 5 to 8 years of experience in collections or banking accounts within a BPO setting


• Six Sigma Greenbelt/Blackbelt and/or Lean Sigma certification


• At least 5 years of managerial experience in the BPO industry


• Leadership experience in various operational functions such as Training, Quality, Workforce, and Operations


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


• Ability to think strategically and innovatively


• Experience in managing collection accounts


• Excellent project management skills


• Strong background in process development and improvement

Key Responsibilities:

• Collaborate with teams to optimise efficiency metrics, achieve promoter status, grow existing business, and secure new clients through projects that enhance customer lifetime value.


• Support service delivery teams in achieving top standards in client metrics via gap analysis and improvement projects.


• Assist site activities to meet financial goals by delivering high-impact projects focused on bonus maximisation, penalty management, and operational cost reduction.


• Support activities related to focus metrics for the assigned site.


• Conduct regular audits and reporting to ensure compliance with contractual and regulatory requirements.


• Partner with site and client leaders to maintain compliance with all organisational policies and standard procedures.


• Validate control plans and governance processes within the business.


• Maintain and publish operational excellence dashboards (e.g., projects, action item trackers).

In this role, you will innovate process improvement projects to meet internal and external goals, maximise revenue and margins, and drive enterprise-wide impact through engagement with senior leaders.