Service Delivery Excellence Manager
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Position Title: Service Delivery Excellence Manager

Work Location: Quezon City, Metro Manila

Company Overview

As the fastest-growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.

What does this mean?

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes Sports Illustrated, HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

Duties and Responsibilities

The Service Delivery Excellence Manager is responsible for defining, building, and executing the strategy and mechanisms that will support the continuous improvement, initiatives, and programs across the Service Delivery Group. The role is also responsible for leading the organization in the adoption of new tools and practices that bring cross-functional teams together to understand, document, and simplify processes across teams.

  1. Manages the overall development program of the Service Delivery Group and makes iterative changes as appropriate to keep the programs evolving against strategic drivers and future needs. 
  2. Develops and implements continuous improvement strategy to enhance the Service Delivery function by defining standards and governance, tools, and methodology to build on executive engagement.
  3. Identifies, plans, and implements multiple projects, studies ways to make improvements to one or many steps to increase productivity, reduce costs, time management and recommend solutions that align with business priorities.
  4. Measures, analyzes, and evaluates existing processes, collects data to identify root causes, perform cost benefit analysis, and identify improvement opportunities develop metrics with KPIs to measure critical success factors.
  5. Researches process improvement tools, techniques, and technology to determine potential impact and opportunities to provide additional value to the organization.
  6. Develops and designs documents including training manuals, process outlines, flowcharts, checklists, templates, and implementation procedures in relation to the COPC, Agile, and/or Six Sigma standards and methodologies

Qualifications

  1. College Degree in of any related field; minimum of 5 years Process or Operations Excellence experience in the BPO
  2. Certified Six Sigma Black Belt is required
  3. Must have advanced knowledge, skills, and experience in Cost Accounting, Metrics Definition & Management, Operational & Organizational Excellence, Program & Project Management, Operations Management, Process Improvement, Risk Management & Service Management Framework Design & Implementation
  4. Excellent organizational, analytical, and problem-solving skills
  5. Business acumen and ethical practice
  6. Familiar with global and organizational culture interventions
  7. Ability to do business intelligence; Able to manipulate complex information and data
  8. Good leadership and people dynamics navigation; Understands relationship management
  9. Good prioritization skills and be flexible enough to adapt plans
  10. Knowledgeable in measurement and evaluation preparation
  11. Good communication and platform skills
  12. Possesses exemplary project management and leadership skills
  13. Practices performance management and policy creation

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.