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Operational Excellence Manager

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Job Description:
  • Manage operational excellence projects assigned by the Operational Excellence Director
  • Scope of operational excellence projects involving performance improvement typically include but may not be limited to the following key operational metrics: CSAT, tNPS, Service Level, TAT, Backlog, AHT, APT, Productivity, Utilization, Costs, Quality, etc.
  • Scope of operational excellence projects involving process development and design, process improvement/ re-engineering and process deployment typically include but are not limited to: operational management standards, training & skills verification for key frontline staff, workforce management, quality & transaction monitoring, etc.
  • Identify key opportunities through a data-driven Baseline Review using the GBS Operational Excellence Assessment approach
  • Ensure that process discovery sessions and data analyses are appropriate and sufficient to deliver the project objectives
  • Review work of less experienced team members and provide adequate guidance and supervision to ensure timely completion of high quality project deliverables
  • Develop project deliverables including status reports, Baseline Review Management Readout, Process Maps, Data Analysis, Implementation Plan, etc.
  • Present results of Baseline Review to stakeholders to discuss key opportunities and recommendations
  • Partner with other key functions to deliver successful business transformation initiatives
  • Manage stakeholder expectations through appropriate engagement and timely status reporting on operational excellence projects
  • Track benefits and document performance improvement from deployed Operational Excellence projects

Minimum Hiring Requirements

Knowledge and Skills

  • Knowledge of BPO operations and key support functions such as Recruitment, Training, Quality, and Workforce Management
  • Understanding of common BPO output metrics and the related CTQs
  • Knowledge of business process management concepts
  • Advanced MS Excel Skills
  • Knowledge of Basic Statistics and ability to perform basic data analysis
  • Ability to identify process gaps and performance improvement opportunities leveraging on skills and experience leading BPO operations
  • Ability to create, tailor, and deliver high-quality and impactful presentations for consumption of various audiences
  • Ability to quantify benefits/ROI from improvement projects
  • Excellent written and verbal communication skills
  • Familiarity with commonly used BPO tools and systems (i.e. Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power Bi, etc.)

Experience & Qualification

  • At least 5 yrs experience implementing process and performance improvement projects (BPO Industry)
  • At least 2 yrs experience implementing quality management frameworks in the BPO industry (i.e. COPC, ISO, etc.)
  • At least 3 yrs experience in a combination of any of the following roles in the BPO Industry: Operations Manager, Recruitment, Training, Quality, and Workforce Management.
  • Certified COPC Implementation Leader or LEAN Six Sigma Certified (at least Greenbelt)