Probegroup
Service Excellence Manager
Company
Role
Service Excellence Manager
Location
Philippines
Job type
Full-time
Found on Mokaru
5 days ago
Salary
Job description
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
We are looking for a Service Excellence Manager to drive continuous improvement and operational efficiency across the business. In this role, you will act as an internal consultant, partnering with stakeholders to analyze, design, and implement process improvements that enhance performance, customer experience, and overall business outcomes. You will lead transformation initiatives, embed a culture of continuous improvement, and ensure measurable impact through data-driven strategies.
Key Responsibilities
Lead and deliver process improvement and transformation initiatives across the organization
Identify opportunities through gap analysis, process mapping, and data insights
Facilitate workshops and stakeholder discussions to drive innovative solutions
Build and promote a continuous improvement culture with cross-functional teams
Monitor and evaluate implemented changes to ensure sustained results and ROI
Drive operational efficiency by eliminating process inefficiencies and complexities
Partner with leadership to align improvement initiatives with business goals
Manage projects end-to-end, including risk assessment, planning, and execution
Develop supporting materials such as training, documentation, and reporting tools
Analyze performance trends and lead initiatives to improve service delivery and KPIs
Qualifications
Certified Lean Six Sigma Green Belt (required)
Strong background in continuous improvement, process optimization, and change management
Experience working with senior stakeholders and cross-functional teams
Logical thinker with excellent communication skills
Proven ability to lead transformation or operational excellence initiatives
Work Setup
Must be amenable to fully work onsite in Wilcon IT Hub, Makati
Dayshift schedule with fixed weekends off
Compensation & Benefits
Competitive salary package
Performance-based project incentives (terms and conditions apply)
Day 1 HMO coverage + 2 dependents
Leave credits (with convertible options)
Group Life Insurance
Free mental health consultations
Gym membership discounts
Annual merit increase
Why Join Us?
Opportunity to lead high-impact transformation initiatives
Work closely with senior leadership and influence business strategy
Be part of a team that values innovation and continuous improvement
