Summary role description:

Hiring for an Senior Director / Director for a leading enterprise services and digital operations provider.

Company description:

Our client is a globally distributed services provider supporting enterprises with operational and technology-enabled solutions. It works across multiple industries, offering scalable delivery models that combine people, process, and digital capabilities. The focus is on helping clients run complex operations more efficiently while adapting to evolving business and technological needs.

Role details:

• Title / Designation:  Senior Director / Director
• Location: Manila, Philippines
• Experience: 10+ years
• Work Mode: Hybrid (3 days WFO)

Role & responsibilities:

• Lead Process Excellence and Digital Transformation initiatives across multiple accounts and teams to improve overall business performance.
• Identify operational problems, design improvement solutions, and execute projects that deliver measurable business results.
• Work closely with Business Unit Heads and stakeholders to understand business goals, validate requirements, and track project ROI and outcomes.
• Analyze processes using Lean Six Sigma and data-driven methods to identify root causes, reduce inefficiencies, and improve productivity and quality.
• Collaborate with clients and internal teams to provide project updates, ensure smooth execution, and maintain alignment on deliverables.
• Drive a culture of continuous improvement by mentoring teams, promoting lean practices, and encouraging operational excellence.
• Explore and implement emerging technologies such as Generative AI (GPT-4, Llama) and digital tools to optimize BPO operations..

Candidate requirements:

• 10+ years of experience managing large and complex BPO operations, with at least 5+ years focused on process improvement within BPO contact center environments.
• Hands-on experience in driving digital transformation initiatives for BPO operations, including process automation and technology adoption.
• Strong expertise in Lean Six Sigma methodologies with a mandatory Lean Six Sigma Black Belt certification from a recognized organization.
• Ability to lead cross-functional teams, influence stakeholders, and successfully manage large-scale transformation and improvement projects.
• Excellent communication, presentation, analytical, and problem-solving skills with the ability to work with senior business leaders and clients.
• Strong understanding of operational efficiency, customer experience improvement, and business strategy.
• Proficiency in tools such as Minitab, SPC, JASP, MS Excel, and PowerPoint for data analysis, reporting, and ROI evaluation.
• Familiarity with emerging technologies such as Generative AI, RPA, and digital automation tools; implementation experience is an added advantage.
• Preferred to have project management certifications such as PMP or Agile Scrum Master.

Selection Process:

• Two technical rounds
• One HR round

Recruiter Details:

• [email protected]