Job title: Service Delivery Manager, Operations Excellence - Quality

Job ID: J1026-1744

Category: Leadership

Work setup: Onsite at Pasig / Taguig

Work shift: Night Shift

Headcount: 1

Non-negotiable:

At least 8 years of experience in business excellence, quality, continuous improvement, or operations transformation within BPS, shared services, or financial services.

At least 3 years leading quality or improvement teams or cross functional projects, including stakeholder engagement and benefits tracking.

Experience supporting banking, wealth, investment operations, treasury, or payments services, with an understanding of operational controls and client service commitments.

Demonstrated delivery of Lean Six Sigma initiatives, quality frameworks, performance dashboards, audit remediation, and sustained process improvements.

Delivery or Operations Management experience is an advantage.

College graduate.

Position Description

We are looking for a dynamic and results-driven Manager for Business Excellence/Quality to spearhead continuous improvement efforts, optimize operational efficiencies, and maintain high-quality standards within our Business Unit operations. The ideal candidate will bring expertise in Lean, Six Sigma, CMMI, and other quality frameworks to lead initiatives aimed at enhancing processes, reducing costs and driving customer satisfaction.

Your future duties and responsibilities

Process Excellence and Quality Management:

• Lead end-to-end process improvement initiatives using Lean, Six Sigma, CMMI and other quality methodologies to achieve operational excellence.

• Establish implement, and monitor quality standards, frameworks, and KPIs across BPS operations to ensure alignment with organizational goals.

• Develop and maintain a robust Quality Management System (QMS) that aligns with industry best practices and regulatory requirements.

• Validate deliverables to meet quality benchmarks and project requirements, ensuring seamless execution.

Continuous Improvement:

• Identify opportunities for process optimization through root cause analysis, gap analysis, and stakeholder feedback.

• Conduct Lean and Six Sigma training for team members and cultivate a culture of continuous improvement.

 • Drive automation and digital transformation projects in collaboration with technology teams to enhance service delivery.

• Deploy and optimize tools from BPS/Service Desk to enhance operational efficiency, reduce manual effort, and improve decision-making.

 • Aggregate and analyze metrics to monitor performance trends, identify risks, and recommend improvements.

Stakeholder Collaboration:

• Partner with BU operations, client management, and other cross-functional teams to ensure the delivery of high-quality, efficient services.

• Serve as the point of contact for client quality reviews, audits, and compliance requirements.

• Present insights, progress reports, and recommendations to senior leadership and clients.

Leadership and Training:

• Mentor and coach teams to develop their problem-solving and analytical skills.

• Facilitate workshops, kaizen events, and process improvement sessions to drive innovation.

• Build and manage a team of quality analysts and process improvement specialists.

Compliance:

• Ensure compliance with all regulatory, client, and internal quality standards.

• Implement and oversee a robust quality - risk management framework to mitigate potential operational risks.

• Conduct audits and assessments to maintain service delivery quality and identify improvement areas.

Required Qualifications To Be Successful In This Role

Qualifications and Skills:

Education:

• Bachelor’s degree (Master’s degree is a plus).

• Lean Six Sigma Black Belt certification required; PMP or equivalent certification is a plus.

• Certifications in Quality Management, such as ISO 9001

Experience:

• Minimum of 8 to 10 years of experience in a Business Excellence, Quality, or Continuous Improvement role within the BPS or shared services industry.

• Demonstrated success in leading large-scale Lean/Six Sigma initiatives.

Skills and Competencies:

-Deep knowledge of Lean, Six Sigma, and other continuous improvement methodologies.

-Proficient in data analytics and root cause analysis tools (e.g., Minitab, Power BI, or similar).

-Strong project management and organizational skills.

-Exceptional communication, facilitation, and stakeholder management abilities.

-Self-starter with a strong sense of accountability and results-driven approach.

-Effective collaboration skills and the ability to influence and lead cross-functional teams.

-Amenable to work in Mckinley Hill, Taguig on a night shift schedule and 100% onsite.

-Willing to work shifting schedules, including night shifts, weekends, and holidays, and support operations as required by business needs.