Sr. Director Operations Excellence - Manila, Philippines

Location: Philippines, Pasig- Tiendesitas

Job category: Operations


Transcom is looking for talented individuals like you to join our awesome team! Be the next Sr. Director Operations Excellence for our Transcom Pasig City site.

Join our Transcom Family as a Sr. Director Operations Excellence

Job Objective:

Performance Management
  • Effectively manage a team of Sr. Opx Managers and ensures effective and timely execution of the below activities
  • Oversee daily operational activities through audits, shadows, and assessments to identify opportunities to improve productivity & service levels via process improvement and/or automation
  • Be an advocate for change. Utilize Six Sigma and other methodologies to identify, manage projects and drive projects accordingly
  • Analytics & insights around specific gaps identified, recommendations, and associated risks (Objective, problem, complication, solution)
  • Expected to partner with operations in the development of action plans tied to valid root causes, projected impacts, and training interventions for gap closure
  • Engage operations for gap closure action items and interventions e.g. Decile & Quartile management. Ensure all feedback is managed through a closed-loop process
  • Engage operations for the creation of bridge goals for Opx metrics (not restricted too) with help of validated action items & their associated impact. Continuously monitor the progress of action items, report back impact realization or call out if action items are not executed/showing no impact
  • Document each minute of the meeting, discussion points, and action items. Ensure working/supporting documents are stored at the shared location for reference
  • Effectively present and respond to clarifications requested by CSMs/Directors
  • Develop leadership competencies
  • Generates, interprets, and sends compliance reports on operational processes/action plans
  • Proactively looking ahead at future activities, projects, and events and anticipating needs, problems, and possible outcomes
  • Co-ordinate with L&D to monitor/track the completion of needed training and intervention
  • Other related tasks assigned by the Ops Directors and CSM's
  • Identify specific gaps and opportunities in the effective execution of One-on-one coaching (TL & Agent)
  • Identify specific gaps and opportunities in the effective execution of Triad Observation (OM, TL & Agent)
  • Provides real-time coaching (content) to the Ops Directors for OM's & TL's observed
  • Conducts follow-up audit on OM's and TL's with identified opportunities to ensure continuity of development 
People Management  
  • Handles and resolves resistance of the team to change as it involves conflicting views and opinions
  • Capability to train and conduct workshops in Quality Tools, Kaizens, Lean training, etc.
  • Develops and trains team members through coaching, providing work advice, and motivation. 
Process Improvement 
  • Drive continuous improvement onsite/WAH and throughout the investigations via cross-functional teams and working with key stakeholders
  • Manage Diet Six Sigma/Lean Projects associated with Operations and Support process improvement activities
  • Help develop, foster, and drive a culture of lean Six Sigma throughout the company
  • Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization
  • Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma
  • Review and approve process and Quality Check documentation to release processes for distribution Manage Change Controls and Administer Change Control System
  • Act as a quality approver for documents requiring approval from a quality representative
  • Manage and provide internal SOP compliance training
General Safety and Security 
  • Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
  • Remain compliant with the relevant business regulatory requirements

What we are looking for:

 To be successful in this role you must…

  • At least 10 years (s) to 15 years (s) of working experience in the related field is required for this position.
  • Preferably Sr. Managers/ Directors specializing in Quality & Process improvement roles or equivalent
  • COPC, Six sigma Green belt or Sigma Black belt or PMP Certified, etc. is an advantage
  • The ability to analyze statistical data is a plus
  • Proficient in Minitab or Excel Data Analysis Pack is a plus

What's in it for YOU?

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

  • Day 1 HMO

  • Meal & Transportation Allowance

  • Rice Subsidy

  • Clothing Allowance

  • 24/7 Teleconsult

  • Free Psychologist Consultation

  • In-house & Online Pharmacy

  • Scholarship Program

  • Retirement Fund

  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)

  • Loyalty Incentives

  • Accidental & Life Insurance

  • Free Shuttle Service

What Life at Transcom is like

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.


We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

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