Director - Process Excellence

ORK SETUP: Hybrid – Manila

WORK SCHEDULE: Flexible to work on a shifting schedule if business asks (weekends, night shift, holidays)

SALARY: ₱200,000 – ₱320,000 package

START DATE: ASAP

Role Overview

We are seeking a Director of Process Excellence to lead business analysis and process improvement initiatives across the organization. You will drive data-driven decision-making, optimize business processes, and lead a team of professionals in a call center/BPO environment.

Key Responsibilities

Lead business analysis and process excellence initiatives across the organization

Drive data analytics and reporting to support business decisions

Develop and implement process documentation and training programs

Lead and mentor teams in process improvement methodologies

Collaborate with cross-functional stakeholders to drive operational excellence

Ensure alignment of business processes with organizational goals

Provide leadership in Lean Six Sigma and continuous improvement initiatives

Qualifications

Bachelor of Computer Applications or Post Graduate Certificate in Data Science and Business Analysis – required

Certified Lean Six Sigma Black Belt (CSSBB or equivalent) – required

At least 12–15 years of leadership experience in business analysis roles – required

Minimum of 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 – required

8–10 years of data analytics experience – required

Deep to expert knowledge in Microsoft Excel, MS Word, and MS PowerPoint – required

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

Experience in business writing (process documentation) and providing training based on documentation – required

Willing to work on the Graveyard shift – required

Certificate/Credentials

Lean Six Sigma Black Belt Certification (CSSBB or equivalent) – required