Deputy General Manager (DGM) – Process Excellence / Automation
create synergies inc.
Quezon City, Metro Manila
Permanent
Full-time
2 days ago
The Deputy General Manager - Process Excellence is responsible for identifying automation opportunities and driving process improvement initiatives across voice and non-voice operations. This role plays a critical part in delivering operational efficiencies through automation, analytics, and process optimization. The position requires strong expertise in Lean Six Sigma methodologies, business process analysis, and automation frameworks . Key Responsibilities Identify automation opportunities across voice and non-voice processes Conduct automation assessments and feasibility studies for process improvement Develop business cases, project charters, and automation proposals Prepare Business Requirement Documents (BRDs), use cases, and automation documentation Partner with operations and business stakeholders to identify process improvement opportunities Drive automation implementation initiatives from assessment to execution Apply statistical models and forecasting techniques to analyze volumes, capacity, and customer behavior Leverage data aggregation and mining techniques to produce actionable insights Develop dashboards, reports, and performance analytics to support operational decisions Build and maintain strategic relationships with internal and external stakeholders Qualifications Minimum 13 years of professional experience Strong experience in automation, process excellence, or operational transformation roles Lean Six Sigma Master Black Belt Certification required Experience in insurance campaigns or insurance-related operations Proven ability to lead automation assessments and implementation initiatives Required Skills Automation opportunity identification Business process analysis Statistical modeling and forecasting Data mining and analytics Stakeholder engagement and strategic partnership Preferred Tools RPA tools (UiPath, Automation Anywhere, Blue Prism or similar) Data visualization tools (Power BI, Tableau) Advanced Excel and analytics tools Process documentation and workflow tools