Monroe Consulting Group Philippines, an executive recruitment firm, is recruiting on behalf of a leading global operations center that supports one of the world's most innovative technology companies. Our respected client is looking for a Process Excellence Senior Specialist.
The role is based in BGC, Taguig City, with a Hybrid setup (3 days onsite, 2 days WFH per week) and has a flexible schedule depending on stakeholder meetings (including outside business hours).
Key Job Responsibilities:
- Spearheading Customer Experience by developing and deploying Service Excellence framework; focusing on creating best in class user experience/ or customer delight. Identifying key opportunities, leverage points and expectations in the user journey experience to achieve Customer Satisfaction.
- Setting performance standards to meet the service goals by tracking and evaluating team performance against key operating metrics in Balanced Scorecard using Quantitative Data Mining to re baseline metrics to reduce variation in critical business processes
- Sustaining a positive environment where the customer service team displays high levels of motivation and excellent team spirit through effective engagement efforts and Ramp schemes
- Align with Portfolio Owner to create the continuous improvement (CI) agenda and deliver on it by designing and executing new capability "build" programs to elevate Customer experience using established tools and framework
- Build relationships with other regions and Global team resources in order to support identification, review, prioritization and execution of key opportunities
- Enable creation of knowledge assets from Projects & setup best practice sharing. Provide lean trainings to the team/and other members, if required. Handle site level initiatives along with the projects of aligned verticals. Manage cross site projects
Key Job Qualifications:
- Bachelor's degree
- 6+ yrs of overall Service Sector experience with expertise in Process Transformation and Operational Excellence and Min 2 years of Continuous improvement experience
- Lean Six Sigma certified and ability to showcase applicability of LSS processes
- Experiences in managing multiple projects and Ability to manage complexity and navigate through ambiguous situations while identifying / executing a project
- Building relationships & being able to influence stakeholders in prioritizing / executing projects
- Lead Change management with Stakeholders and operations on implementing the improved process
