(ACTIVE) Director - Process Excellence | in Manila

Director – Process Excellence

Location: Manila / Taguig, Philippines
Work Setup: Hybrid
Work Schedule: Flexible to work on shifting schedules, including night shifts, weekends, and holidays, based on business requirements
Experience: 12–15 years of relevant leadership experience
Start Date: ASAP

Job Description

We are looking for an experienced Director – Process Excellence to lead business analysis, process improvement, data analytics, and business reporting initiatives within the call center, BPO, or customer service industry. The ideal candidate will have strong leadership capabilities, advanced analytical expertise, and a proven track record of driving operational excellence, process optimization, and data-driven business decisions.

Key Responsibilities

• Lead business analysis and process excellence initiatives to improve operational efficiency, service quality, and business performance.

• Drive continuous improvement programs using Lean Six Sigma methodologies and industry best practices.

• Oversee business reporting, management reporting, and data analytics to support strategic decision-making.

• Analyze operational data, identify performance gaps, and recommend actionable improvement strategies.

• Develop and maintain process documentation, business reports, and management presentations.

• Deliver training and knowledge-sharing sessions based on documented business processes and procedures.

• Collaborate with cross-functional stakeholders to align process improvement initiatives with business objectives.

• Present analytical findings, business insights, and improvement recommendations to senior management.

• Ensure effective use of Microsoft Excel, Word, and PowerPoint for reporting, analysis, documentation, and presentations.

• Support a culture of continuous improvement, operational excellence, and data-driven performance management.

Qualifications

• Bachelor's degree in Computer Applications or a Postgraduate Certificate in Data Science and Business Analysis.

• Certified Lean Six Sigma Black Belt (CSSBB or equivalent) is mandatory.

• 12–15 years of experience in leadership positions related to business analysis.

• 12–15 years of working knowledge and technical understanding of business reporting and management principles, concepts, and practices within the call center, BPO, or customer service industry.

• 8–10 years of experience in data analytics.

• Expert-level knowledge of Microsoft Excel, Word, and PowerPoint.

• Excellent written and verbal communication skills, including face-to-face presentations.

• Experience in business writing, process documentation, and delivering training based on documented processes.

• Willingness to work on a graveyard shift and adapt to shifting schedules, weekends, and holidays as required.

• Willingness to work in a hybrid setup in Taguig or elsewhere within Metro Manila.

• Ability to join immediately or at the earliest possible date.

Required Certification

• Lean Six Sigma Black Belt Certification (CSSBB or equivalent).

Recruitment Process

1. Validation

2. Zwayam Profile Creation

3. HR Interview

4. Hiring Manager Interview

5. Onboarding

Screening Questions

1. What is your highest educational attainment?

2. Are you a Certified Lean Six Sigma Black Belt (CSSBB or equivalent)?

3. How many years of leadership experience do you have in business analysis roles?

4. How many years of experience do you have in business reporting and management principles within the call center, BPO, or customer service industry?

5. How many years of data analytics experience do you have?

6. What was your last drawn salary?

7. What are your salary expectations?

8. Are you willing to work in a hybrid setup in Taguig or elsewhere within Metro Manila?

9. Are you willing to work on a graveyard or shifting schedule, including weekends and holidays when required?

10. Can you start immediately once hired?