Reporting directly to the Strategy & Execution Manager, the Process Reengineering Lead is responsible in leading Continuous Process Improvement (Productivity), enhancement of the quality of Service, and Performance Management requirements across all products and services in the Manila GOC site. He is responsible in driving awareness and understanding of the Continuous Improvement culture of the site. He will apply process improvement and reengineering methodologies and principles to conduct continuous improvement projects across the Manila organization. He will be working closely with various stakeholders to carry out his mandate: a. Manila GOC Senior Mgt Team, b. Manila GOC Functional Teams and c. GPOs and Process Stewards in the Manila site.
-Provides suggestions for improvements in areas of cost reduction, service quality, productivity, and learning and development and communicate these opportunities to the relevant Manila Tower Leadership Team and to the Strategy and Execution Manager
-Reviews Continuous Improvement ideas logged in the Bright Idea Tracker
-Leads and facilitates in closing identified Continuous Improvement projects to achieve the Manila GOC’s Efficiency and Productivity goals
-Manages cross-functional/cross-departmental productivity and service quality programs and projects in the Manila GOC site including the review of actions identified on those projects/initiatives together with the person responsible in the site
-Researches and propose appropriate Manila GOC-wide productivity and service quality training aligned with the Continuous Improvement culture and the Learning and Development Program of the site
-Provides training, coaching and mentoring to Manila GOC employees on the methodologies of Lean Sigma, Project Management and Service Quality Management
-Interacts effectively with the GPOs and various Manila GOC Teams in relation to Continuous Improvement projects and Service Quality initiatives, particularly those activities that have interfaces with the stakeholders.
-Reviews operational issues logged in the Issue Management Tool, helps determine root cause, and recommend long term solutions
-Helps the Service Delivery Managers in dramatically improving the customer service (stakeholder engagement as a result of the CSAT
-Facilitates preparation and delivery of Monthly Scorecard Reports and tracks completion of actions identified during the monthly review
-Manages the macro projects identified by the different Robotics Team Members and communicate any controls risk as part of the User Defined Application Policy
-Interacts with all levels of the Manila management and can document existing processes, manages and analyze data, and recommend business process improvement
-Executes other duties and projects as assigned by the Strategy and Execution Manager
-At least 5 years progressive experience in process improvement and performance measurement projects
-Experience in Shared Services / Business Process Outsourcing industry with multinational companies
-Strong project management skill is required
-Lean Six Sigma Black Belt/Green Belt Certification is a plus
-Excellent interpersonal, organizational skills and project management skills.
-Effective consulting skills along with the ability to positively influence others in the desired outcome to achieve identified outcomes without direct lines of authority
-Ability to coach and influence at all levels within the Manila organization
-Proficiency with Microsoft Word, Excel, Powerpoint and Visio
-Knowledge of Macro Excel or any Visual Basic Applications programming language is a plus