Job title: Operational Excellence Manager
Job type: Permanent
Emp type: Full-time
Industry: Shared Services / Global Business Services (GBS)
Expertise: Operations
Salary type: Monthly
Location: Pasay City
Job published: 2021-10-21
Job ID: 34080

Job Description

You will:

  • Mentoring frontline operational excellence leaders in ensuring efficient work routines incl. SOP process compliance, productivity and quality management, issue and escalation procedures, and visual performance boards in place
  • Governs the issue management process facilitates issue review calls internally and with the customer. Conduct analysis to identify patterns of similar cases or dependencies and flag to senior leadership. Owns the issue register and assigns issue owners, ensures status updates, and provides management reports.
  • Ensures quality of internal Control Tower SOP’s, reviewed, signed-off, trained, and released to operations  
  • Support the roll-out and training of operational teams for related system applications, Standard Operating Procedures (SOP) compliance, and internal working procedures focusing on increasing productivity  
  • Review and periodical update of Job Descriptions in collaboration with Team Leads and Operational Management. Propose organizational structure changes to improve end to end supply chain operation  
  • Refine reporting and call structure & policies to ensure highly effective communication internally and with external stakeholders  
  • Support the Global Control Tower Manager in establishing KPI and Productivity Reports and facilitate management calls  
  • Lead and facilitate lean & process improvement training across the company to embed a lean philosophy driving value and greater efficiency


  • Structured, process minded and analytical person with a professional and positive disposition
  • Excellent presentation and communication skills: the ability to clearly and concisely transmit both written and oral information
  • Ability to move forward successfully with minimal direction: self-motivated & autonomous
  • Willingness to involve stakeholders in decision-making process and ability to obtain buy-in
  • Ready to take accountability for achieving both individual and shared goals
  • Reliable team-player
  • Strong personal traits: energy, drive, focus, motivation, responsibility
  • Ability to continuously review and refine processes to achieve the optimal solution
  • Project Management certification (PMI®, Prince2® preferred)
  • Lean Six Sigma certification (green belt minimum)
  • Minimum 5 years professional experience in a shared service center environment; project management/project support office with IT project exposure
  • Experience in a customer-facing role
  • Experience in the transportation, logistics, or supply chain management industry is preferred

Work Schedule: full flexible to any work shift
Work Setup: candidates should be full flexible with hybrid WFH (work from home) and RTO (report to office) and back to regular RTO already