Process Improvement Specialist

The Business Process Analyst will support the team to drive strategy execution through streamlining and reengineering new and existing processes. This involved creating, maintaining and improving processes within customer care and engaging with other Departments on cross-departmental improvements and deliver scalable solutions to ensure efficient processes that support accelerated growth.

Process Improvement

• Analyze current process standards and metrics in order to provide solutions for improvements.
• Update and maintain documentation on process improvements and process performance
• Perform data gathering, root cause analysis and performance trending in order to develop appropriate process changes
• Prioritize and implement process improvement requirements based on customer care needs.
• Work with the care team to recommend appropriate changes in process and approach
• Train and guide PI team as needed
• Review & identify areas to improve efficiencies of Customer Care processes
• Review Customer Care customer experience and implement improvements
• Collaborate with cross-departmental teams to develop specific operational requirements and roll out plan to ensure successful implementation
• Develop OKR goals in line with overall business and departmental goals on periodical basis as required
• Work closely with Customer Care Operations Manager, Training and QA counterparts on a holistic Improvement plan

Technology/Innovation

• At resolution to miniccountable for identifying any Technical/system impacts on PI and managing efficienmise disruption

Policy & Procedures

• Writing, reviewing and ensuring compliance with policies and procedures
• Creating onboarding and training guides for new starters to the team
• Reporting/Data
• Design & production of weekly & monthly reports
• Monitoring of KPI’s in line with department targets
• Analysis of key data metrics; identification of non performances and development of improvement plans
• Ensuring timely identification and proactive resolution of issues to mitigate risk and ongoing poor performance of NPS

• At least 3-5 years of solid experience in process improvement gained from the BPO or Contact Centre industry
• Six Sigma Certification (at least Green Belt) is required
• Strong problem-solving skills
• High level of business and process acumen
• Excellent communicator and demonstrated people management of teams
• Experience in the e-Commerce industry or retail industry is highly preferred
• High attention to detail
• Excellent organisational skills, including the ability to prioritise, manage time and meet deadlines
• Good presentation skills
• Trained in Process Improvement Methodology

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.