Associate Director, Process Excellence & AI Enablement (US Hours)

Job title: Associate Director, Process Excellence & AI Enablement (US Hours)

Company: Health Carousel Global Services, Inc. (HCGSI)

Location: Ortigas Center, Pasig City

Employment type: Full-time

Schedule: Night shift (US Eastern business hours)

About the role

HCGSI is building a new Process Excellence team, and we're looking for an Associate Director to lead it.

Your goal is to make sure improvement work is delivered, adopted, and sustained, not documented and forgotten. You'll take the improvement work requested by our US-based client, set the priorities, and deliver it through a small team. You'll decide where AI should and shouldn't do the work, and you'll set the standards that let processes and their measures move between locations and providers.

The work covers the client's wider operations, including processes handled by the client's own teams, by HCGSI, and by other providers. Many of these processes cross those boundaries.

This is a working leadership role. You'll lead a team of three professionals and personally handle one or two initiatives at any time. You'll also be the key person who learns our new improvement methods from external consulting partners and makes them part of how we work.

What you'll do

AI enablement and governance

• Own the AI roadmap: where solutions get built, in what order, and for what expected benefit
• Set the method for deciding whether each task should be AI-supported, automated, eliminated, or kept with people
• Set and enforce safeguards, including human review checkpoints, evaluation standards, escalation paths, and audit evidence for compliance-critical steps
• Make and defend the decision not to build when automation isn't the right answer
• Report the actual benefit delivered against what was expected

Standards and knowledge transfer

• Own the standards for process documentation, measures, process transfer, and the process library
• Learn the methods and tools introduced by external consulting partners, then teach them to HCGSI leaders and employees through training, workshops, coaching, and hands-on support
• Build working partnerships with technology, security, and vendor teams to improve process visibility and data access

Change leadership and team development

• Own adoption, not just announcement. Lead stakeholder readiness, communication, training, and resistance management for each improvement.
• Hold the team to a full definition of done: the process works in practice, controls are in place, people are trained, and the change is adopted
• Lead, coach, and develop the team, assigning work based on priority and capacity
• Set the team's learning agenda and check real understanding, not just deliverables

What we're looking for

• Graduate of any four-year course. A postgraduate or master's degree is an advantage.
• At least 8 years in process improvement, business transformation, or management consulting, including at least 3 years leading a team or workstream
• End-to-end process redesign experience across more than one business function, from current-state analysis and root-cause work to future-state design, controls, and adoption
• Working knowledge of applied AI in business processes, enough to evaluate a proposed solution, challenge a benefit case, and govern what gets built. Hands-on AI or automation experience is strongly preferred.
• A track record of setting documentation, measurement, and improvement standards where none existed
• Experience partnering with technology, security, and vendor teams across an organization
• Experience moving work between locations or providers, and working directly with senior US or Western stakeholders
• Track record working US-hours night shift
• At least one current, verifiable professional certification: PMP, Lean, Six Sigma, Kaizen, COPC, or an equivalent process or quality credential
• Excellent written and spoken English, with strong facilitation and presentation skills

Nice to have

• Management consulting background, or transformation leadership in a global BPO or shared-services center
• Experience setting up or governing an AI capability in a regulated setting
• Change management certification, such as Prosci
• ISO, compliance, or audit experience
• Exposure to healthcare, staffing, or US immigration and credentialing

Work schedule

• Monday to Friday, 8:00 a.m. to 5:00 p.m. US Eastern Time (night shift in the Philippines)
• Philippine hours shift by one hour when US daylight-saving time starts or ends
• Follows the US holiday calendar

Compensation and benefits

• Basic monthly salary: ₱160,000 to ₱195,000, depending on qualifications
• 20% night-shift leadership premium
• HMO coverage with dependent
• Group life insurance
• Monthly allowances, including representation, transportation, health and wellness, and communication
• Vacation, sick, birthday, and bereavement leave
• 13th-month pay and government-mandated benefits
• Opportunity to grow into more senior leadership roles

Why you'll love working here

At HCGSI, we believe people do their best work when they feel supported. Our team lives by four core values: Teamwork, Integrity, Excellence, and Service.

• A supportive, people-first workplace. We inspire, develop, and support one another, and our leaders take time to listen.
• Build something lasting. Shape a brand-new function and set the standards others will follow for years.
• Lead with trust. Run your team and your priorities, with senior leaders who back your judgment.
• Grow people, not just processes. Coach a talented team and share your knowledge across the company.
• Care beyond work. Wellness programs and team celebrations show we value the whole person.
• A path to senior leadership. As the team grows, so does your influence.

If you've built improvement capability before and want to lead with people who genuinely care, we'd love to hear from you.