Process Excellence Leader

Job Description:

• The position will be responsible for driving T.A.P. (Technology, Analytics and Process Excellence) Teleperformance’s business transformation framework.

• This leader will work closely with the country executive team in the development and implementation of strategic capabilities that will facilitate our evolution to a Digital Integrated Business Solutions company.

• The position is a trusted advisor and enabler, scoping projects and initiatives deploying solutions and innovations that target critical areas necessary for growth, namely: sales support, solution design, project management, operational excellence, customer experience, digital transformation, analytics process excellence and change management.

• Develop and drive Technology, Analytics and Process Excellence initiatives and strategies, focusing on growth, operational efficiency, value creation and transformative change.

• Guide & direct all activities associated with the successful application of the organizations T.A.P., AIM (All Ideas Matter), and Process Excellence Initiatives by leading and supporting a team of transformation, analytics, and process excellence resources.

• Provide thought leadership, strategic solutions, and expert consultation on business problems, support customer co-innovation, digital transformation, and process improvement activities.

• Develop and implement contact center digital transformation strategies and programs that impact service delivery (Internal) and customer experience (External).

• Lead country wide transformation projects, from conceptual development, prototyping and leveraging design thinking and agile delivery methodologies while working with senior leaders, support groups and clients.

• Oversee the project management office.

• Develop and implement strategies to ensure new account implementations start green.

• Oversee the sales support team and contribute to business development efforts to position the Philippines as a premier delivery location for digital integrated business solutions. Work closely with the Operations & BDST team to support farming and hunting efforts to ensure delivery of the Philippines division’s growth targets.

• Connect/leverage Teleperformance global resources, studies, process and practices to assert our company’s thought leadership.

• Sharing insights, crafting strategies and leading pilots and special projects, positioning ourselves as the client partner of choice.

Required Skills:

• Must be a certified lean Six Sigma Black Belt

• Minimum 4-7 years of work experience in BPO / Banking / Healthcare / Ecommerce/Retail/Telco/New Economy/Gaming media operations.

• Should have expert knowledge in Six Sigma and Lean Techniques

• Experience in Project management, preferably PMP or Prince

• Must have in-depth knowledge of Business Process Mapping and Modeling (Business Process Re-engineering)

• Knowledge in RPA opportunity identification and deployment.

• Ability to build and drive Transformation Road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing.

• Bachelors or higher education degree with overall >12 years’ experience with minimum of 7 years of experience in Process Improvement(PEX) role

• Completed minimum of 10+ Projects across different verticals as Project Lead and mentored >15 Projects across different verticals

• Worked on multiple client (International & domestic) collaborated projects (client engaged). Role requires active engagement with internal and external stakeholders.

• Possess speed to delivery. Ability to collaborate and challenge in a consultative style.

• Solution Oriented and contribute towards RFPs, outsourcing opportunity assessments

• Work across multiple projects and time-zones concurrently juggling multi-dimensional deliverables – both as sole contributor and team deliverables

• Possesses outstanding analytic and problem solving skills as well as a strong ability to dissect up from business requirements and realize true business need in order to identify opportunities.

• Excellent communication skills and exposure to international assignments and/or client engagement with the ability to communicate at all levels. Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business outcome notes.

• Analytical bend of mind to understand the business needs and the workflow of the management and the administration tasks.

• Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound, outbound and Data Processes). Preference to candidates who have supported Travel, Banking, Ecommerce, Retail, Technology and/or Healthcare processes in PEX capacity.