Service Excellence Manager

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. We are looking for a Service Excellence Manager to drive continuous improvement and operational efficiency across the business. In this role, you will act as an internal consultant, partnering with stakeholders to analyze, design, and implement process improvements that enhance performance, customer experience, and overall business outcomes. You will lead transformation initiatives, embed a culture of continuous improvement, and ensure measurable impact through data-driven strategies. Key Responsibilities Lead and deliver process improvement and transformation initiatives across the organization Identify opportunities through gap analysis, process mapping, and data insights Facilitate workshops and stakeholder discussions to drive innovative solutions Build and promote a continuous improvement culture with cross-functional teams Monitor and evaluate implemented changes to ensure sustained results and ROI Drive operational efficiency by eliminating process inefficiencies and complexities Partner with leadership to align improvement initiatives with business goals Manage projects end-to-end, including risk assessment, planning, and execution Develop supporting materials such as training, documentation, and reporting tools Analyze performance trends and lead initiatives to improve service delivery and KPIs Qualifications Certified Lean Six Sigma Green Belt (required) Strong background in continuous improvement, process optimization, and change management Experience working with senior stakeholders and cross-functional teams Logical thinker with excellent communication skills Proven ability to lead transformation or operational excellence initiatives Work Setup Must be amenable to fully work onsite in Wilcon IT Hub, Makati Dayshift schedule with fixed weekends off Compensation & Benefits Competitive salary package Performance-based project incentives (terms and conditions apply) Day 1 HMO coverage + 2 dependents Leave credits (with convertible options) Group Life Insurance Free mental health consultations Gym membership discounts Annual merit increase Why Join Us? Opportunity to lead high-impact transformation initiatives Work closely with senior leadership and influence business strategy Be part of a team that values innovation and continuous improvement Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.