21008414_en - director - Process ImprovementSutherland
Workplace: Davao
Salary: Agreement
Work form: Full time
Posting Date: 29/01/2026
Deadline: 23/11/2021
https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=21008414&lang=en
PH
Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as a Service Excellence Director. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Professionals in this role get to:
Drive Platinum Standard of Performance - Site / Program
Lead Transformation projects (Digitization / Transformation) in the site working closely with the Geo Lead and the Functional Leads
Lead projects and delivers QNI / CM Benefits for the Programs in the site through DMAIC, Lean, Variation Based Management and Other Quality tools
Mentor Green Belt and Yellow Belt Projects in the Site
Train SD/Functional groups on Lean Six Sigma Methodologies
Provide direction to the Performance Managers and Business Analysts to achieve internal and external goals by exemplifying the core values of the organization: Integrity, leadership, people, clients and entrepreneurial spirit.
Lead the Site OE team in supporting the Service Delivery team in achieving client and employee satisfaction while earning maximum potential revenue and margin through sustainable and repeatable strategies following Sutherland's Model of Excellence
Lead the Site OE team in process improvement activities through reduction of variation and waste
#LI-AK1
Qualifications:
Our most successful candidates will have:
Education
Bachelor's Degree
Post-graduate degree and certifications, an advantage but not required
Six Sigma BB/MBB Certified
COPC Registered Coordinator, an advantage but not required
Skills and Experience
o At least 10 years BPO Experience, inclusive of 3-5 years in a manager capacity
o Project Management skills
o Change Management skills
o Strong background with process improvement projects
Responsibilities:
A. Operational Excellence
I. Partner with Site Leaders in Driving the Sites to Gold / Platinum
II. Lead Projects that deliver QNI / CM Benefits to the Programs in the Site
III. Drive Bonus Maximization for all Bonus Eligible Programs through Metrics Improvements
IV. Drive the #1 Rank Culture through Focus on Underlying Metrics that drive the Scorecard
V. Internal Efficiency Metrics
Partners with the Site Lead to achieve optimal results on efficiency metrics (i.e. AHT, attendance, shrinkage, etc) through gap analysis and process improvement activities
VI. Client Quality Metrics
Partners with the Site Lead to achieve Platinum Standard/Operational Excellence in Client metrics (i.e. CSAT, Resolve Rate, Quality, etc.) through gap analysis and process improvement activities
VII. Client Advocacy and Net Promoter Score
Works with the Site Lead to achieve promoter status and grow current business winning new clients and logos through process improvement projects that will improve customer lifetime value
VIII. Financial Metrics
Works with the Site Team to ensure achievement of financial goals (Revenue and Margin)
Leads Laser Focus Metrics activities in the site
Ensures high impact projects targeting financial gains are regularly in place (i.e. Bonus maximization, penalty reduction or elimination, operational costs reduction, new business win through client value-add projects resulting to shared revenues or new business, etc.)
B. People Management (if applicable)
I. Provides direction, coaching and development to the team
II. Manages performance of the team
III. Provides consultation to the team for technical methodologies (i.e. Six Sigma, Lean Sigma, COPC, Change Management, Project Management, etc.
IV. Drives Training, Idea Generation for all SD and Functional Groups
3. Risk Management and Process Compliance
I. Works with the Site Lead in upholding compliance in all organizational standard procedures and policies
II. Ensures regular audits and reporting against compliance in all contractual and regulatory requirements are in place
#LI-AK1
Sutherland
PH
Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as a Service Excellence Director. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Professionals in this role get to:
Drive Platinum Standard of Performance - Site / Program
Lead Transformation projects (Digitization / Transformation) in the site working closely with the Geo Lead and the Functional Leads
Lead projects and delivers QNI / CM Benefits for the Programs in the site through DMAIC, Lean, Variation Based Management and Other Quality tools
Mentor Green Belt and Yellow Belt Projects in the Site
Train SD/Functional groups on Lean Six Sigma Methodologies
Provide direction to the Performance Managers and Business Analysts to achieve internal and external goals by exemplifying the core values of the organization: Integrity, leadership, people, clients and entrepreneurial spirit.
Lead the Site OE team in supporting the Service Delivery team in achieving client and employee satisfaction while earning maximum potential revenue and margin through sustainable and repeatable strategies following Sutherland's Model of Excellence
Lead the Site OE team in process improvement activities through reduction of variation and waste
#LI-AK1
Qualifications:
Our most successful candidates will have:
Education
Bachelor's Degree
Post-graduate degree and certifications, an advantage but not required
Six Sigma BB/MBB Certified
COPC Registered Coordinator, an advantage but not required
Skills and Experience
o At least 10 years BPO Experience, inclusive of 3-5 years in a manager capacity
o Project Management skills
o Change Management skills
o Strong background with process improvement projects
Responsibilities:
A. Operational Excellence
I. Partner with Site Leaders in Driving the Sites to Gold / Platinum
II. Lead Projects that deliver QNI / CM Benefits to the Programs in the Site
III. Drive Bonus Maximization for all Bonus Eligible Programs through Metrics Improvements
IV. Drive the #1 Rank Culture through Focus on Underlying Metrics that drive the Scorecard
V. Internal Efficiency Metrics
Partners with the Site Lead to achieve optimal results on efficiency metrics (i.e. AHT, attendance, shrinkage, etc) through gap analysis and process improvement activities
VI. Client Quality Metrics
Partners with the Site Lead to achieve Platinum Standard/Operational Excellence in Client metrics (i.e. CSAT, Resolve Rate, Quality, etc.) through gap analysis and process improvement activities
VII. Client Advocacy and Net Promoter Score
Works with the Site Lead to achieve promoter status and grow current business winning new clients and logos through process improvement projects that will improve customer lifetime value
VIII. Financial Metrics
Works with the Site Team to ensure achievement of financial goals (Revenue and Margin)
Leads Laser Focus Metrics activities in the site
Ensures high impact projects targeting financial gains are regularly in place (i.e. Bonus maximization, penalty reduction or elimination, operational costs reduction, new business win through client value-add projects resulting to shared revenues or new business, etc.)
B. People Management (if applicable)
I. Provides direction, coaching and development to the team
II. Manages performance of the team
III. Provides consultation to the team for technical methodologies (i.e. Six Sigma, Lean Sigma, COPC, Change Management, Project Management, etc.
IV. Drives Training, Idea Generation for all SD and Functional Groups
3. Risk Management and Process Compliance
I. Works with the Site Lead in upholding compliance in all organizational standard procedures and policies
II. Ensures regular audits and reporting against compliance in all contractual and regulatory requirements are in place
#LI-AK1
Sutherland
Other Info
Davao City
Permanent
Full-time
Permanent
Full-time
Submit profile
Sutherland
About the company
Sutherland jobs
Central Luzon
Position 21008414_en - director - Process Improvement recruited by the company Sutherland at Davao, Joboko automatically collects the salary of , finds more jobs on 21008414_en - Director - Process Improvement or Sutherland company in the links above