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Senior Operations Excellence Manager

Location: Philippines, Bacolod City

Job category: Operations

Language: English

Transcom is looking for talented individual like you to join our awesome team. Be a Senior Operations Excellence Manager in Transcom. This role will focus to develop, lead & implement the region’s Operational Excellence Program to deliver continuous improvement, best-in-class quality, cost effective processes and methods that will drive overall margin improvement to meet and/or exceed the region’s and client’s expectations. 


Join our Transcom Family as a Senior Operations Excellence Manager:

Performance Management

  • 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 creation of bridge goals for Operations metrics (not restricted too) with help of validated action item & its 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 minutes of meeting, discussion points and action items. Ensure working/supporting documents are stored at shared location for reference
  • Effectively present and respond to clarifications requested by Client Services Management/Directors
  • Develop leadership competencies
  • Generates, interprets and sends compliance report 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 trainings and intervention
  • Other related task assigned by the Ops Directors and Client Services Management
  • Identify specific gaps and opportunities in effective execution of One-on-one coaching (TL & Agent)
  • Identify specific gaps and opportunities in 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 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…


  • With Moderate Competency Level:
  • Communication Skills (Spoken & Written)
  • Customer Service Orientation
  • Computer Literacy
  • Sense of Urgency
  • Working in Interpersonal Skills
  • Work Organization
  • Thriving in Change
  • Strategic Capability
  • Coaching
  • Performance Management
  • Discipline Management
  • Conflict Management
  • Fiscal Management With Expert Competency Level:
  • Process Improvement
  • Job Knowledge
  • Change Management
  • Planning, Organizing, Controlling
  • Problem Solving 
  • Presentation Skills
  • Passion for Excellence
  • Business Acumen
  • Facilitation Skills
  • People Management / Team Orientation
  • Drive for Results / Execution ● Expertise / Analytical Skills


  • Education and/or Experience:
  • At least 5 year(s) of working experience in the related field is required for this position.
  • Preferably Assistant Manager / Managers specializing in Quality & Process improvement role or equivalent
  • COPC, Six sigma Green belt or Sigma Black belt or PMP Certified, etc. is an advantage
  • Ability to analyze statistical data is a plusWork at Home (if needed): ● Ability to create and follow business plans
  • Time management skills
  • Be reliable and responsible
  • Organizational skills
  • Willingness to seek help and ask questions
  • Adaptability and Flexibility
  • Self-Motivated
  • Technically proficient
  • Ability to work independently
  • Proactive
  • Ability to work as part of a virtual team
  • Strong written and verbal communication skills
  • Reliable home office equipment and internet connectivity
  • Excellent problem solving skills
  • Ability to work with little supervision
  • Strong work ethic; Integrity
  • Proficient on 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

Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.

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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