Job Description: Process Excellence Manager at Salmon Fintech 

Position: Process Excellence Manager

Department: Customer Service 

Location: Mandaluyong, Metro Manila 

Reports to: Head of Customer Service Operations 

About Salmon: 

Salmon is a dynamic fintech company providing innovative financial products and services, empowering customers with seamless digital banking and lending experiences. Our mission is to revolutionize financial services, and we are looking for a Process Excellence Manager to drive continuous improvements in customer service and operational processes. 

Role Overview: 

As a Process Excellence Manager, you will lead the development and implementation of process improvement initiatives within the customer service function. This role focuses on analyzing and optimizing workflows, identifying inefficiencies, and ensuring that the customer service team operates at the highest level of performance. You will collaborate with cross-functional teams to ensure customer satisfaction and operational efficiency. 

Key Responsibilities: 

• Lead process improvement initiatives to streamline customer service operations and enhance customer experience. 
• Conduct thorough analysis of current workflows and systems to identify inefficiencies and areas for improvement. 
• Develop and implement standardized processes, procedures, and metrics that align with business objectives. 
• Monitor performance indicators and customer satisfaction metrics to track progress and drive continuous improvement. 
• Collaborate with technology and product teams to automate processes and integrate new tools for enhanced service delivery. 
• Drive the adoption of Lean, Six Sigma, and other process optimization methodologies within the customer service team. 
• Train and mentor customer service associates and team leaders on best practices for operational excellence. 
• Lead root cause analysis efforts for recurring customer issues and ensure the implementation of effective solutions. 
• Act as a key liaison between customer service and other departments, ensuring smooth communication and operational alignment. 
• Prepare reports and presentations for senior management on process improvements, customer service metrics, and performance. 

Qualifications: 

• Education: Bachelor’s degree in Business Administration, Engineering, Operations Management, or a related field. Master’s degree or relevant certifications (e.g., Lean Six Sigma Green/Black Belt) is a plus. 
• Experience: 
• Minimum of 5 years of experience in process improvement or operational excellence, preferably in the fintech, banking, or technology sectors. 
• Proven experience in leading process improvement initiatives, including experience with Lean, Six Sigma, or other methodologies. 
• Skills: 
• Strong analytical skills with the ability to dissect complex processes and recommend improvements. 
• Excellent project management skills, including experience managing cross-functional teams. 
• Proficient in using process mapping tools, data analytics, and performance measurement systems. 
• Strong communication and interpersonal skills, with the ability to influence stakeholders and drive change. 

Personal Attributes: 

• Results-oriented with a strong focus on efficiency and process optimization. 
• Strategic thinker with the ability to identify long-term solutions to operational challenges. 
• Team player who can work effectively in a collaborative environment. 

Why Join Salmon?: 

• Be part of a rapidly growing fintech company that’s changing the financial services landscape. 
• Competitive salary and benefits package. 
• Opportunities for career growth and professional development. 
• Collaborative and inclusive work culture.