(Active) Service Delivery Manager, Business Excellence - Quality I Onsite - Pasig

Service Delivery Manager – Operations Excellence / Quality

Category: Leadership
Location: Pasig / Taguig (McKinley Hill), Philippines
Work Mode: 100% Onsite
Shift: Night Shift

Job Overview

We are looking for an experienced and results-driven Service Delivery Manager – Operations Excellence / Quality to lead business excellence, quality management, and continuous improvement initiatives within Business Process Services (BPS), shared services, or financial services operations.

The ideal candidate will have strong expertise in Lean Six Sigma, process optimization, quality frameworks, operational transformation, and stakeholder management. This role will focus on improving operational efficiency, strengthening quality standards, reducing costs, managing risks, and enhancing overall service delivery through data-driven improvement initiatives.

Key Responsibilities

Process Excellence & Quality Management

• Lead end-to-end process improvement initiatives using Lean, Six Sigma, CMMI, and other quality methodologies.

• Establish and monitor quality standards, frameworks, KPIs, and performance metrics across operations.

• Develop and maintain Quality Management Systems (QMS) aligned with industry standards and regulatory requirements.

• Ensure operational deliverables meet quality benchmarks and client expectations.

Continuous Improvement & Transformation

• Identify process improvement opportunities through root cause analysis, gap analysis, and performance reviews.

• Lead Lean Six Sigma projects to improve productivity, reduce operational costs, and enhance service quality.

• Drive automation and digital transformation initiatives in collaboration with technology teams.

• Analyze performance dashboards and operational metrics to identify trends, risks, and improvement opportunities.

• Conduct Lean Six Sigma training, Kaizen events, and continuous improvement workshops.

Stakeholder & Client Management

• Collaborate with operations, client management, and cross-functional teams to drive business excellence.

• Manage client quality reviews, audits, and compliance requirements.

• Present performance insights, project updates, and improvement recommendations to senior leadership and clients.

Leadership & Compliance

• Lead, mentor, and develop quality analysts and process improvement teams.

• Build a culture of accountability, quality, and continuous improvement.

• Establish quality and risk management frameworks to mitigate operational risks.

• Conduct audits and assessments to ensure compliance with regulatory, client, and internal standards.

Mandatory Requirements

• Minimum 8–10 years of experience in Business Excellence, Quality Management, Continuous Improvement, or Operations Transformation.

• Experience within BPS, BPO, shared services, or financial services environments.

• Minimum 3 years of experience leading quality/improvement teams or cross-functional projects.

• Experience supporting banking, wealth management, investment operations, treasury, or payment services.

• Strong hands-on experience in Lean Six Sigma initiatives, quality frameworks, performance dashboards, and audit remediation.

• Lean Six Sigma Black Belt certification is mandatory.

• Bachelor's degree or equivalent college graduation.

• Strong project management, organizational, analytical, and stakeholder management skills.

• Proficiency in Minitab, Power BI, or similar data analytics tools.

Preferred Qualifications

• Experience in Service Delivery Management or Operations Management.

• PMP or equivalent project management certification.

• ISO 9001 or other Quality Management certifications.

• Experience in large-scale operational transformation and process optimization projects.

Work Requirements

• 100% onsite at McKinley Hill, Taguig / Pasig, Philippines.

• Amenable to working night shifts, weekends, holidays, and shifting schedules based on business requirements.

Pre-Screening Questions

1. How many years of experience do you have as a Service Delivery Manager / Operations Excellence / Quality Manager?

2. How many years of hands-on experience do you have in project management and organizational management?

3. Rate your proficiency in Minitab, Power BI, or similar analytical tools on a scale of 1–10.

4. What was your last drawn salary?

5. What are your salary expectations?

6. Are you amenable to working 100% onsite in Taguig / Pasig on a night-shift schedule?

7. What is your current notice period?

Note: I have kept the role title as Service Delivery Manager – Operations Excellence / Quality and made Lean Six Sigma Black Belt certification mandatory, as specified in the JD.