Process Improvement Manager

Job description:

Job Title: Process Improvement Manager

Location: On-Site

Department: Operations / Business Excellence

Reports To: President and CEO

Position Summary:

We are seeking an accomplished Process Improvement Manager to lead operational excellence initiatives within our BPO organization. This role will focus on identifying process inefficiencies, implementing Lean Six Sigma solutions, and driving measurable performance improvements across functions. The ideal candidate will have a proven track record of process transformation in the BPO industry, coupled with strong leadership and analytical expertise.

Key Responsibilities

• Lead process assessments to identify inefficiencies, risks, and opportunities for improvement across BPO operations.
• Design, implement, and monitor standard operating procedures (SOPs) to ensure compliance, quality, and scalability.
• Apply Lean Six Sigma methodologies (DMAIC, Kaizen, Value Stream Mapping) to reduce waste and improve efficiency.
• Develop and maintain performance metrics and dashboards to measure project outcomes and ROI.
• Partner with Operations, Quality, Finance, and HR to align process improvement initiatives with business objectives.
• Conduct audits and ensure compliance with client requirements, industry regulations, and internal standards.
• Facilitate workshops and training programs to embed a culture of continuous improvement across teams.
• Mentor employees on Lean Six Sigma tools and methodologies to build organizational capability.

Qualifications & Requirements

• Bachelors degree in Business, Industrial Engineering, or a related field.
• Minimum of 5 years of experience in BPO operations or process improvement.
• Lean Six Sigma Black Belt certification (required).
• Strong knowledge of process design, root cause analysis, and change management.
• Proven success in delivering process improvement initiatives with measurable results.
• Excellent analytical, organizational, and project management skills.
• Strong communication and leadership skills with the ability to influence across multiple stakeholders.

Preferred Skills

• Experience with operational excellence programs in call centers, back-office support, or shared services environments.
• Familiarity with CRM platforms, workflow automation, and reporting tools.
• Ability to manage multiple projects simultaneously in a fast-paced environment.

Job Type: Full-time

Work Location: In person