Sr. Manager – Process Improvement (Service Excellence)

Start Date: ASAP

Job Overview

We are hiring a Senior Manager for Process Improvement (Service Excellence) to lead and execute Lean Six Sigma initiatives within a BPO environment.

This role focuses on driving business impact through process optimization, improving customer experience, reducing operational costs, and enhancing overall efficiency.

• Lead and execute Six Sigma / process improvement projects across operations
• Partner with senior leaders to identify gaps and drive data-driven solutions
• Deliver measurable improvements in CSAT, AHT, cost, and operational efficiency
• Conduct gap analysis, audits, and compliance checks (SOW, regulatory requirements)
• Drive initiatives to improve customer lifetime value and business growth
• Support service delivery teams in achieving client performance targets
• Manage OE dashboards, reports, and project trackers
• Ensure adherence to company policies, governance, and standard procedures
• Collaborate cross-functionally and influence stakeholders

• Bachelor’s Degree in any field
• Lean Six Sigma Greenbelt Certified (minimum requirement)
• At least 10 years BPO experience
• At least 5 years experience in Process Improvement / Service Excellence role
• At least 5 years managerial experience
• Proven experience handling Telco and/or Media accounts
• Must have completed Six Sigma projects (e.g., CSAT, AHT, cost reduction)
• Experience in Training, Quality, Workforce, or Operations

Strong skills in:

• Process improvement
• Data analysis
• Stakeholder management
• Change management
• Project management
• Must have minimum 2-year tenure in recent roles

Preferred

Experience in collections accounts

Strong background in compliance, audits, and governance