Senior Project Lead - Assistant Manager for Process Improvement

4A BGC TAGUIG Senior Project Lead - Assistant Manager BPO OPERATIONS

5- BGC TAGUIG

Are you ready to make an impact? Join as a Senior Project Lead - Assistant Manager and jumpstart your career!

Benefits :

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

24 Leaves Annually

Key requirements :

Minimum experience of 6 years with customer service in the BPO / BPM industry

Preferably with Telco and lling background.

Bachelor’s degree in any course

A minimum of 2 years in the role of an assistant manager—must be within process or continuous improvement and knowledge management.

Must be yellow belt certified and green belt trained within Six Sigma.

Willingness to work in rotational shifts

Amenable to working in shifting schedules.

Amenable to working ONSITE (TAGUIG).

Able to start ASAP

Job Responsibilities :

Process Improvement

Support process owner to drive improvement plan at the engagement level level; Analyze, provide feedback and drive corrective and preventive actions in the engagement IN ORDER TO ensure that the overall health of the process / engagement is improved.

Quality Planning

Prepares the service quality plan including the quality control, assurance and provement at h hiser p process level IN ORDER TO create a comprehensive quality program for the specific process.

Transition

Participates as a part of the transition team to prepare the process definition & documentation for the specific process within his / her purview. Coordinates training for the team IN ORDER TO ensure right skilling.

Client Interfacing

Interface with customer for issue resolution, providing status updates, and building customer confidence in the team's ability to deliver in order to ensure high customer satisfaction. Support in the resolution of escalations / complaints and interface with customer to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA.

Process Assurance

Ensures that there is no billable loss, no credit / penalties from the client and zero revenue leakage.

Report generation

Creates comprehensive reports / innovative dashboards tailored to client needs to provide meaningful insights and suggest approaches to problem-solving and resolutions IN ORDER TO add value to the business.

Process Compliance

Monitors / ensures process compliance and periodically update SOP changes as required as part of the quality plan in order to ensure adherence to process steps.

Knowledge Management

Ensures compliance with the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices, etc. in order to capture and maintain tacit knowledge, the CSAT Process Implements the improvement plan in order to enhance customer satisfaction.

Audits & Compliance

Implements SA / IA frameworks and ensures compliance with the risk framework / no process on high risk in order to ensure delivery predictability for the specific process.