Senior Manager – Operational Excellence

\ Position Description \

Senior Manager – Operational Excellence

Position Title	Senior Manager – Operational Excellence
Reports To	GM Operations – Manila (Kareem Soliman)
Department	Manila Operations
Location	Manila, Philippines
Employment Type	Full-Time
Date Created	April 2026

\ Purpose of the Role \

The Senior Manager – Operational Excellence is responsible for driving operational performance, embedding continuous improvement disciplines, and partnering with business unit leaders to deliver measurable improvements in efficiency, quality, and service delivery across Manila Operations. This role combines strong operational acumen with rigorous process improvement methodology and high-quality reporting capability, providing the GM Operations and broader leadership team with the insights, frameworks, and improvement programs needed to mature the operation. The Senior Manager – Operational Excellence acts as an operator first and an analyst second — owning outcomes, not just documenting them.

\ Context \

Wilson Group’s Manila operations have grown significantly, now comprising 222 FTE across multiple business units including Wilson Parking, Wilson Security, First Security NZ, Medic One, and shared services. As the operation has scaled, the absence of a dedicated operational excellence function has resulted in inconsistent processes, limited performance visibility, and reactive rather than proactive improvement. This role is critical to building the disciplines, frameworks, and reporting capability needed to transition the Manila team from an ad-hoc, reactive operation to a mature, performance-driven service organisation. The Senior Manager – Operational Excellence will partner closely with onshore business unit leads and Manila operations managers to identify performance gaps, drive structured improvement initiatives, and embed a culture of continuous improvement across the team.

\ Key Responsibilities \

Operational Performance & Insights

• • Own the operational performance reporting framework for Manila Operations, providing real-time visibility on key metrics including productivity, quality, SLA adherence, cost-to-serve, and customer outcomes.
• • Design, build, and maintain operational dashboards and reporting suites that enable the GM Operations and business unit leaders to make informed decisions.
• • Conduct deep-dive analysis on operational performance issues, SLA breaches, and quality variances; translate findings into actionable recommendations.
• • Establish standardised reporting cadences (daily, weekly, monthly) tailored to business unit and leadership requirements.
• • Ensure data integrity, consistency, and accuracy across all operational reporting outputs.

Process Improvement & Continuous Improvement

• • Lead end-to-end process improvement initiatives across Manila Operations, applying structured methodologies such as Lean and Six Sigma to drive measurable outcomes.
• • Map current-state processes and design future-state solutions that improve efficiency, quality, and scalability.
• • Conduct root-cause analysis on operational issues using structured techniques, ensuring problems are solved at source rather than symptomatically.
• • Quantify benefits realisation — productivity gains, cost reductions, quality improvements — and track outcomes post-implementation.
• • Build a continuous improvement pipeline of opportunities, prioritised by impact and feasibility.
• • Embed a culture of continuous improvement across the operations team, including team-led improvement initiatives and Kaizen-style approaches.

Operational Excellence Frameworks & Standards

• • Design and embed the operational excellence framework for Manila Operations, including performance management standards, quality assurance practices, and process governance.
• • Establish standardised operating procedures (SOPs) and process documentation across business units, balancing consistency with business unit-specific requirements.
• • Partner with Team Managers and Operations Managers to ensure operational standards are understood, adopted, and maintained.
• • Drive operational maturity assessments and roadmap the journey to higher levels of process discipline and performance.

Stakeholder Partnership & Business Unit Support

• • Partner with onshore business unit leaders to understand performance drivers, service expectations, and improvement priorities.
• • Act as the operational excellence point of contact for each business unit serviced from Manila, providing data-driven insights and improvement recommendations.
• • Translate onshore business requirements into operational improvements that deliver measurable value.
• • Build trust and credibility with stakeholders through transparent reporting, evidence-based recommendations, and consistent delivery.

Capability Building & Team Leadership

• • Build operational excellence and continuous improvement capability across the Manila operations team through coaching, training, and structured improvement programs.
• • Mentor analysts and improvement specialists who support the operational excellence function over time.
• • Champion a data-driven, performance-focused culture that complements rather than disrupts the existing team dynamic.
• • Support the GM Operations in identifying strategic operational priorities and shaping the longer-term operating model.

\ Key Relationships \

Stakeholder	Nature of Relationship
GM Operations – Manila	Direct report; strategic direction, priority setting, and performance management.
Onshore Business Unit Leads	Strategic partnership to align operational performance, improvement priorities, and service outcomes with business expectations.
Business Unit Operations Managers	Day-to-day partnership on operational performance, process improvement initiatives, and reporting requirements.
Senior Support Managers	Peer collaboration with the Senior Project Manager, Senior Workforce Manager, and Senior Training & Recruitment Manager on shared improvement initiatives.
Team Managers	Coaching and partnership on process adherence, performance standards, and team-led improvement activities.

\ Key Performance Indicators \

• • Measurable improvements in operational performance metrics (productivity, quality, SLA, cost-to-serve) across business units.
• • Number and value of continuous improvement initiatives delivered, with quantified benefits realisation.
• • Creation of operational excellence frameworks, SOPs, and process governance standards across the operation.
• • Stakeholder satisfaction scores from onshore business unit leads and operations managers.
• • Quality, accuracy, and timeliness of operational reporting and dashboards.
• • Reduction in repeat issues, SLA breaches, and quality variances over time.
• • Maturity of continuous improvement culture, evidenced through team-led improvement activities and engagement.

\ Qualifications & Experience \

Essential

• • Minimum 7 years’ experience in operations, with at least 3 years in an operational excellence, continuous improvement, or operations leadership role.
• • Demonstrated experience driving process improvement and operational performance within a BPO, shared services, or large-scale service operations environment.
• • Strong analytical and reporting capability, with proficiency in tools such as Power BI, Tableau, advanced Excel, or equivalent.
• • Proven ability to translate operational data into clear, actionable insights and improvement recommendations.
• • Hands-on experience applying Lean, Six Sigma, or equivalent continuous improvement methodologies to deliver measurable outcomes.
• • Excellent stakeholder management skills, with experience partnering with senior business leaders to drive change.
• • Bachelor’s degree in Business, Operations Management, Engineering, or a related discipline.

Desirable

• • Lean Six Sigma Green Belt or Black Belt certification.
• • Experience operating in or supporting Australian or New Zealand business operations.
• • Background in operations management (e.g., Team Manager or Operations Manager) prior to moving into a horizontal operational excellence role.
• • Experience building or maturing an operational excellence function from the ground up.
• • Familiarity with process mapping tools (Visio, Lucidchart, BPMN) and reporting platforms.
• • SQL proficiency or experience with database querying.

\ Key Competencies \

Operational Acumen: Deep understanding of how service operations work and how performance, cost, and quality interrelate. Thinks like an operator first.

Continuous Improvement Mindset: Naturally seeks better ways of doing things; comfortable challenging the status quo with data and structured analysis.

Analytical Rigour: Systematic approach to data analysis and reporting, ensuring accuracy, objectivity, and clarity in all outputs.

Stakeholder Influence: Skilled at building trust, managing expectations, and driving alignment across senior business leaders and operational teams.

Bias for Action: Owns outcomes, not just observations. Translates insights into action and follows through on delivery.

Communication: Clear, confident communicator who can present complex operational findings to both technical and non-technical audiences.

Cultural Awareness: Understanding of Philippines workplace culture and the ability to drive change effectively across geographically distributed teams.

\ Approval \

This position description has been reviewed and approved by the following:

Role	Name & Signature	Date
GM Operations
Executive GM
Position Holder

This position description is intended to describe the general nature and level of work to be performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Wilson Group reserves the right to amend and change responsibilities to meet organisational needs as necessary.