Job Description
Works with Operations Director and Director, Account Management to implement, and actively
participate in Weekly Business Reviews.
Works with Operations and Account Management Directors to determine KPI priorities.
Builds progress plans to track the progress of target KPIs related to employee satisfaction,
client/customer satisfaction, or financial performance.
Performs statistical and root-cause analysis to identify potential and current problems to target KPIs
(Bridge Planning).
Works with Operations and Account Management teams to determine solutions for the problems
identified in the Bridge Planning. Project manages the implementation bridge plan solutions.
Quantifies solutions and provides bridge charts and forecasts before and after improvement.
Measures and validates KPI impacts of bridge plan solutions.
Designs audit and control processes for implemented solutions and processes.
Documents and shares best practices with other Continuous Improvement Champions.
Develops and implements standardized processes for the company (based on Project Plan
initiatives).
Mentos KPI Champions and Site Data Analysts on statistical analysis, problem solving, bridge
planning, project management, Lean, and Six Sigma.
May perform other related duties and responsibilities as assigned and/or required.
Job Requirements
Fluent in verbal and written English.
Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time
management skills to ensure that work related activities are completed in an accurate and timely
manner.
Ability to work effectively in a team oriented, high demand and fast paced environment.
Ability to maintain high level of confidentiality and work with highly sensitive data and information.
Solid communication skills to effectively deal with various levels of management, staff and/or
outside contacts.
Demonstrated interpersonal skills to work effectively in a team environment and maintain a
professional and positive manner.
Effective listening skills to ensure understanding of instructions and directions and effectively
communicate progress and problems to co-workers and management.
Familiarity a variety of office equipment, standard software packages and application and use of
personal computers to include the Microsoft Office suite of products.
Job Specifications
Attitude/ Behavioural Competencies
Business Orientation
Leadership
Differential Thinking
Systems Thinking
Strategic Perspective and Execution
Change Management
Interpersonal Skills
Customer Focus
Skills/ Functional Competencies
Demonstrated effective project management, change management, presentation,
negotiation, and persuasion skills.
Ability to proactively and continually collaborate with clients and colleagues to ensure
needed business outcomes.
Demonstrated analytical aptitude to identify opportunities for change, identify alternative
best practice solutions and anticipate future problems and opportunities.
Demonstrated problem identification and problem resolution skills used to effectively
determine and implement alternative solutions and bring issues to a positive resolution.
Demonstrated ability to apply assessment measurement and evaluation techniques to
ensure processes, systems and applications meet business needs.
Demonstrated ability to solve complex of problem; gleans meaning from whatever date is
available; is a quick study of the new and different; adds personal wisdom and experience
to come to the best conclusion and solution, given the situation; used multiple problem-
solving tools and techniques.
Effective problem-solving skills used to identify and resolve day-to-day operation and
employee relations problems.
Demonstrated leadership skills to effectively develop and lead a high performing team in
meeting function/department/company short-term goals and objectives. Ability to take
charge and get results within a team environment.
Demonstrated ability to resolve differences impartially and bring issues to a positive
resolution.
Demonstrated change management aptitude and ability. Takes a proactive role in bringing
about change, applying new ways to develop the business through improved management
of people and processes.
Ability to think strategically and identify critical success factors when developing strategy
and plans for assigned area of responsibility. Ability to translate diverse pieces of
information into meaningful conclusions and results.
Ability to proactively develop and maintain solid business partnerships to ensure success in
balancing the department and customer needs with the legal and financial expectations of
the organization and ensure needed business outcomes.
Demonstrated ability to clearly and concisely express ideas and concepts verbally and in
writing and adopts writing style and language to fit the situation/audience.
Knows the business and the mission-critical technical and functional skills needed to do the
job; understands various types of business propositions and understands how businesses
operate in general; learns new methods and technologies easily.
Takes on all issues, challenges, and people; comfortably confronts and works through
conflict; delivers negative feedback and messages without hesitation deals promptly and
fairly with problem performers; lets everyone know where they stand; thrives in crises and
is energized by tough challenges; not afraid to make negative decisions and take touch
actions; challenges the status quo.
Knowledge (Qualifications and Experience)
Qualification(s): Bachelor's degree or equivalent related experience; Six Sigma Green Belt,
ASQ Certified Manager of Quality/Organizational Excellence is preferred.
Experience: Three (3) to five (5) years related experience with project management with
cross-functional teams and/or management experience is required
Job Types: Full-time, Permanent
Pay: Php60,- 00 - Php100,000.00 per month
Schedule: - 8 hour shift
Monday to Friday
Experience:
- continuous/process imporvement in BPO setting.: 1 year (Required)
License/Certification:
* Lean six sigma Greenbelt (Required)
