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Job: Process Excellence Manager

Title Process Excellence Manager
Location Pasig City
Job Information
Degree Required Bachelor Degree
Job Type Full-Time Regular
Min Experience 5 Years
Job Description

PROCESS EXCELLENCE MANAGER

The Process Excellence Manager will be tasked to manage BPI team to provide professional support on system and process, facilitating an environment where the Global Service Center <x{(}>(GSC) Customer Service Process department can fulfill the vision of ‘easy for our customers, efficient for us’. He/She must also enable excellent documentation delivery with competitive cost. He/She will be fully accountable for achievement of a sustainable organization in GSC Customer Service Process Improvement Department, including staffing, succession planning for further development and contingency arrangements.

Responsibilities:

  • Responsible for Supervise the teams provide daily support on the system and process, ensure all the documentation systems operate normally, enable the production team can operate with stable system and standard governing process.
  • Responsible for Standard Operation Procedure governing and Implementation.
  • Supervise the team coordinate with production team in GSC Site to test the new procedures <x{(}>(including SOP,IOP,CSOP), analysis the result, address CENGSC and CENCUS with related information, provide positive suggestion constructively in order to simply the procedures make it easy for both our customers and ourselves.
  • Supervise the implementation of new procedures, process according to the standard process governed.
  • Ensure production’s full compliance with established business practices.
  • System/process implementation:
  • Responsible for ensure success implementation of system, ensure the production team is properly trained and guided.
  • Training and Education:
  • Responsible for supervise the functional training and education, user competencies development according to our business needs.
  • Responsible for continuous improvement
  • Be the project manager – with especial focus on internal efficiencies and increased customer satisfaction.
  • Initiate project base on production requirements to help production team continuously making improvement.
  • Focus in maintaining simple and standardized processes easily transferable in contingency situation.
  • Drive the continuous improvement mindset across the GSC Customer Service Process Department.
  • Responsible for maintaining productive relationship with Local office/Areas and CEN, co-operate with GSC CSR manager to ensure develop a friendly communication environment between Local office and GSC.
  • Responsible for continuously test and prepare for business contingency plans to ensure smooth functioning of GSC Customer Service Process team in case of exigency.

 

 

Team Management / People Management :

  • Responsible for Coaching the team and provide supports when ever needed by the teams.
  • Responsible for motivation of the team, seeking opportunity for continuous development, being open for innovations.
  • Participate in annual appraisal preparations, provide supports, ensure a fair result on performance appraisal evaluation in the team.

 

Planning and Administration:

  • Responsible for preparation of team’s yearly budget, control well of all costs spent in the team.
  • Ensure company policies are executed accordingly <x{(}>(refer to Employment Contract and Handbook), responsible for communication of company policies through the team members.
  • Encourage staff /team leaders to have a yearly leave planning

In charge of over-time approval

Organization development:

  • Constantly review internal set-up, streamline organization in order to accomplish development strategies.
  • Participant in management weekly meeting, assist GSC Customer Service Process Manager in decision making by providing constructive opinions according to the analytic report data.

Job Requirements:

Education and Experience

  • University graduated or bearing similar professional qualification in the same or related field or bearing a lower academic achievement but with vast working experience
  • Manufacturing experience or BPO experience is a must
  • Project Management skills preferred

Technical Skills:

  • Excellent command of spoken and written English.
  • Good communication skill and interpersonal skill, be able to build good working relationship <x{(}>(internal and external).
  • Demonstrated leadership skills, be able to lead, motivate and engage the team members.
  • People management skills: accountability for team’s results, responsible for selecting, training, coaching, developing potential staff to increase their capabilities.
  • Organizational and Time management skills: multi-tasking and prioritizing, planning work activities efficiently to meet deadlines and high level goals.
  • Capacity to handle change, stay open to different ideas, support positive changes.
  • Initiative: Identifying what needs to be done and doing it before being asked or before the situation warrants it.
  • Excellent analytical and problem solving skills can see hidden problems and looks beyond the obvious for answers.
  • Drive for Results – Drives for results and success, conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
  • Strong customer service focus
  • Good working knowledge of MS Office products including Word, Excel and PowerPoint.
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