Operations Excellence Manager

The Operations Excellence Manager plays a pivotal role in driving MBPS’ biggest process and performance improvement initiatives. In this role, you will lead high-impact operational excellence projects—ranging from baseline assessments and data-driven analyses to process redesign, performance optimization, and cross-functional transformation efforts. You will also champion the GBS Operational Excellence Framework by coaching teams, facilitating trainings, and embedding continuous improvement across the organization. This opportunity allows you to directly shape operational strategy, influence leadership, and contribute to a culture of critical thinking and innovation, all while developing your expertise through meaningful exposure to business transformation at scale.

Position Responsibilities:

• Lead operational excellence projects assigned by the Operational Excellence Director, focusing on key metrics such as CSAT, tNPS, Service Level, TAT, Backlog, AHT, APT, Productivity, Utilization, Costs, and Quality.
• Drive process development, improvement, re-engineering, and deployment related to operational standards, frontline training, workforce management, quality, and transaction monitoring.
• Conduct data-driven Baseline Reviews and ensure discovery sessions and analyses align with project objectives.
• Design structured approaches using the GBS Operational Excellence Framework, applying methodologies such as DMAIC, 7 Quality Tools, Statistical Analysis, A3, and Design Thinking.
• Provide value-added recommendations, review work of junior team members, and ensure timely delivery of high-quality project outputs.
• Develop and present project deliverables including status reports, Baseline Review readouts, process maps, analyses, and implementation plans.
• Partner with cross-functional groups to support business transformation and manage stakeholder expectations through consistent communication.
• Track benefits and document performance improvements from deployed projects.
• Serve as an ambassador for the Operational Excellence Framework through training facilitation, consulting, LEAN mentoring, and participation in the Community of Practice.
• Support the cultivation of continuous improvement culture by sharing best practices, case studies, trends, and tools.
• Model MBPS Values in Action and corporate governance policies, and engage in MBPS activities such as townhalls and employee engagement events.

Required Qualifications:

• At least 5 years of experience implementing process and performance improvement projects within the BPO industry.
• At least 2 years of experience implementing quality management frameworks (e.g., COPC, ISO).
• At least 3 years of experience in Operations Management, Recruitment, Training, Quality, or Workforce Management within the BPO industry.
• Certified COPC Implementation Leader or Lean Six Sigma Certified (at least Green Belt).
• Advanced MS Excel skills and ability to perform basic statistical analyses.
• Strong knowledge of BPO operations, output metrics, CTQs, and business process management concepts.
• Familiarity with BPO tools and systems including Nice, Verint, IEX, ACD, CRM, ticketing systems, knowledgebases, LMS, Power BI, etc.
• Ability to identify process gaps, quantify project ROI, and deliver high-impact presentations.
• Excellent written and verbal communication skills.

Preferred Qualifications:

• Insurance industry experience.
• Experience in developing and facilitating management trainings.
• Experience mentoring operational and process leaders on LEAN Six Sigma projects.
• Experience consulting with leaders on deploying process frameworks.
• Demonstrated experience driving continuous improvement culture through best-practice sharing.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.