Implementation & Operational Excellence Manager

Work Setup: In-Office | Monday-Friday

Operational Hours: Day shift 9am-6pm EST

Location: Northgate, Cyberzone, Filinvest, Alabang, Muntinlupa City

Position Summary

The Implementation & Operational Excellence Manager is responsible for leading the design, implementation, optimization, and continuous improvement of operational processes across the organization. This role serves as the driving force behind new initiatives, ensuring projects move from concept through execution while maintaining accountability, stakeholder alignment, and measurable business outcomes.

The position focuses heavily on project management, operational excellence, SOP development, training, KPI reporting, workflow optimization, and change management. The successful candidate will collaborate with operational leaders and cross-functional teams to identify process gaps, implement scalable solutions, establish performance standards, and drive continuous improvement initiatives.

This role is responsible for ensuring that operational processes are standardized, documented, measurable, and continuously improved to support organizational growth, efficiency, quality, and scalability.

Key Responsibilities

1. Project Management & Implementation Leadership

• Lead cross-functional projects from planning through execution and post-implementation review.

• Develop project charters, timelines, milestones, risk assessments, communication plans, and implementation roadmaps.

• Drive accountability across departments to ensure deliverables are completed on time and within scope.

• Facilitate project status meetings and executive updates.

• Identify implementation risks and proactively develop mitigation strategies.

• Manage change initiatives and ensure the successful adoption of new processes, systems, and workflows.

2. Operational Excellence & Continuous Improvement

• Identify operational bottlenecks, inefficiencies, and process gaps.

• Lead root cause analysis and corrective action planning.

• Drive Lean, Continuous Improvement, and Operational Excellence initiatives.

• Develop scalable operational frameworks that support business growth.

3. SOP Development & Process Governance

• Develop, document, maintain, and continuously improve SOPs, workflows, process maps, and operational playbooks.

• Conduct process audits and compliance reviews.

• Maintain version control and ownership of operational documentation.

4. Training & Knowledge Management

• Design and implement structured onboarding and training programs.

• Develop process documentation, training manuals, job aids, and knowledge repositories.

• Facilitate operational and process-related training programs.

5. KPI Reporting & Performance Management

• Design and implement operational KPI frameworks.

• Develop dashboards, scorecards, and performance tracking mechanisms.

• Analyze trends, identify performance gaps, and recommend corrective actions.

6. Cross-Functional Leadership & Stakeholder Management

• Partner with Operations, HR, Recruitment, Training, Workforce Management, and Leadership teams to drive strategic initiatives.

• Promote a culture of accountability, continuous improvement, and operational discipline.

Requirements

• 3+ years of experience in Operations, Project Management, Operational Excellence, Process Improvement, Healthcare Staffing, BPO, RPO, or Shared Services.

• Proven experience leading cross-functional projects from planning through implementation.

• Strong experience developing SOPs, workflows, process maps, and governance frameworks.

• Demonstrated success driving process improvement and operational excellence initiatives.

• Excellent stakeholder management and executive communication skills.

• Healthcare staffing, workforce solutions, or BPO experience preferred.