Process Improvement Lead
Hybrid · Pasig City, Metro Manila, Philippines
Job Summary
Process Improvement Lead responsible for identifying opportunities, solving inefficiencies, and driving scalable improvements across a global BPO/shared services operation. The role requires analytical thinking, data-driven storytelling, and the ability to influence cross-functional teams to deliver measurable KPI impact (e.g., AHT, SLA, CSAT, QA, occupancy, attrition, revenue utilization). Key duties include leading data analysis, building dashboards and executive reports, applying RCA methodologies (5 Whys, Fishbone, Pareto), mapping and challenging existing processes, partnering with Operations, WFM, Quality, Training, OPEX, and Support to drive automation, standardization, and scalability, and validating initiative outcomes through KPI tracking and sustainability controls. The candidate should be highly proactive, curious, and an effective communicator capable of surfacing operational risks and value-add opportunities to leadership, with a background in Excel, Power BI/Tableau/Looker Studio, SQL, automation, and Six Sigma/Lean concepts.
Required Qualifications
- 2–4+ years of experience in Business Analysis, Operational Excellence, Reporting, Workforce Analytics, or Process Improvement within a BPO/shared services environment
- Strong understanding of BPO operational metrics, workforce drivers, and client expectations
- Expert-level proficiency in Excel (advanced formulas, pivot tables, lookups, macros, Power Query preferred)
- Experience with Power BI, Tableau, Looker Studio, SQL, automation tools, and AI platforms such as Claude or ChatGPT
- Strong communication, presentation, and stakeholder management skills
- Six Sigma / Lean certification is highly preferred
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