Business Process Lead, Customer Experience


  • Makati, Philippines
    ​12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue, Makati, Metro Manila, Philippines
    Metro Manila
  • Full time
Posted a month ago and deadline of application is on 14 Jun
Recruiter was hiring 4 hours ago

Business Process Lead, Customer Experience


Job Description

Get to know the Role:

  • Identify customer needs and key drivers to reach customer satisfaction goals
  • Support multiple business process improvement projects with various virtual teams
  • Participate in shaping, deployment and implementing enterprise-wide Lean Sigma continuous improvement programs
  • Facilitate quality and change management processes
  • Perform business process mapping & analysis

The day-to-day activities:

  • Conduct lean action workout sessions with process stakeholders, facilitate brainstorming sessions to identify gaps and chart out improvement action plans
  • Collect data on various metrics to create performance baselines and implement it across the organization, monitor the usage of performance baselines and identify action plans to improve baselines
  • Process data analysis using six sigma methodologies
  • Map functional solutions to technical solutions
  • Create to-be process maps and functional design.
  • Identify the best process to be mapped with the system to improve productivity of the team.
  • Execute large scale projects to improve project delivery throughput by improving process capability and reducing cycle time
  • Work directly with internal process owners, Team Leads and project teams to drive process improvement projects within their areas of responsibilities.

Minimum Qualifications

  • Bachelor’s Degree in Business Administration or relevant field
  • At least 2-4 years of experience in Project Management
  • Preferably certified in 6 Sigma
  • Strong exposure to strategic problem solving and root cause analysis methodologies preferably in a customer service organization or business operations
  • Skilled in process flow documentation. Experience in ISO certification will be an advantage
  • Excellent communication and interpersonal skills
  • Strong organizational skills and attention to detail

Jobs Summary

Job level
Associate / Supervisor
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while 
Office Address
​12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue
1 opening

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About Grab

Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia. Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.
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