Title:  Operational Excellence Manager

Job ID:  94211
Country:  Philippines
City:  Manila
Professional area:  Accounting & Finance
Contract type:  Permanent
Professional level:  Experienced

Manila, PH, 1634


We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity to grow, travel and develop, amazing things can happen.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com



Department: Delivery Excellence

Location: JTI GBS Manila HQ, Taguig City, Philippines

Role: Permanent

No. of Openings: 1



GBS Operational Excellence (OpEx) Manager is responsible for leading the operational performance management (metrics, KPIs, SLSs) and volumetric baselining. The OpEx manager will identify and mitigate risks in those areas that do not have robust metrics and volume tracking and reporting. The GBS OpEx Manager liaises with GBS Leadership and with the project sponsors to ensure. Furthermore, the GBS OpEx Manager would become a key player in the new GBS site continuing the deployment of the Operational Excellence program.


GBS OpEx Manager will be responsible for:

  •  Leading the preparation of the OpEx project plans, as part of the integrated GBS Program Plan
  • Design and implement a standard base-lining approach
  • Coordinate the operational performance management knowledge capture from 
  • Design the GBS 'to-be' operational performance management 
  • Work directly with the business partners to review and adapt the existing SLAs where applicable 
  • Coordinate SLA's changes and consolidate a GBS SLA landscape



1.) Operational Excellence, Continuous Improvement, LEAN and Six Sigma 

  • In collaboration with GBS leadership, agree the year on year proportional improvement across Operations
  • Design and implement a system to link the operational critical metrics to business objectives
  • Designs and implements a Quality, LEAN and 6Sigma awareness training in readiness to be shared to the whole GBS organisation
  • Designs and implements an Operational Excellence methodology from improvement opportunity identification (either process or commercial) to improvement delivery and its P&L impact reporting
  • Initiate and support process improvement activities with process owners / markets as deemed appropriate.
  • Proactively working closely with critical metric owners and collaborate closely with peers to achieve key performance indicators.
  • Owns inventory of initiatives and monitors then through entire lifecycle


2.) Base-lining

  • Fully accountable to baseline the operational performance of the processes in scope for the transition.
  • Work directly with the markets representatives to identify and measure the volumetric
  • Provide continuous feedback to the GBS PMO team in relation to any potential risk (e.g. volumes impact on the committed FTE) 
  • Identify any metrics or KPIs gaps and work with the respective teams to define the appropriate measures
  • Ensure the relevant Quality and Operational performance management training will be delivered to the new GBS colleagues
  • Develop specific transition tracking dashboards for volumes ramp-up as well as outcome quality for the new locations
  • Provides regular updates and advise the GBS PMO team about any area that may require attention
  • Fully accountable to design and implement a robust reporting tool (hardware required) and relevant BI dashboard


3.) Documentation Management

  • Build consistent framework to handle all documentation collected during transitions (storage, review process, inventory).
  • Implement Process Mining solution to link process documentation with Delivery Tools (ServiceNow, SAP).
  • Integrate all documentation into new framework.
  • Proactively supports SOP owners in management of documentation.


4.) Key Performance Indicators (KPI)

Lead the development of key performance indicators (KPIs) and monitor target achievements considering:

  • Service Level Agreements (SLAs) 
  • Any other targets as agreed by leadership 
  • Throughout the KPI lifecycle with their maturity
  • Benchmarking activities internally with BSC and/or shared services industry and/or other industry leaders, when required.
  • Lead continuous development of Performance Management or other equivalent tools (performance dashboard, data analytics etc) according to assignment and priorities to support   process simplification and performance improvement activities for GBS.


5.) Automation

  • Participate in the process design sessions for technical architecture sign off (high dependency identified in some processes which imply risks and predicts significant amount of additional work)
  • Assess the automation opportunities and provides regularly the GBS leadership with the list of potential RPA or low cost automation 
  • Builds and maintains the relationship with the 3rd party RPA provider



  • University degree or equivalent experience (e.g., in Economics or Business Administration, Engineering or Science)
  • Experience in a multinational company for a minimum of 3-5 years in a similar position, ideally consulting experience relevant to GBS.
  • Computer Skills (MS Office incl. Advanced excel),
  • Fluent English (written and spoken); good communication skills (written and spoken)
  • Strong level of business understanding, prior experience with big scale project management
  • Good communication skills with stakeholders across all seniority levels
  • Strong leadership mentality, emotional intelligence to understand different perspectives towards a specific situation
  • Ability to accept/undertake risks
  • Someone that is able to think outside the box and holistically evaluates the solution space to a problem
  • Strong analytical and problem solving skills
  • Good to have: LEAN and/or 6Sigma Certification




  • Be covered with medical insurance upon hiring, with dependent coverage and medicine allowance
  • Receive cash allowances such as meal and transport allowance
  • Flexible working arrangements
  • Have access to over 200 company training
  • Be part of a truly international and diverse company with over 40,000 employees in 130 countries.
  • Experience the culture of an Investors in People certified company
  • Find out why 9 out of 10 employees recommend us to a friend.
  • Understand why 9 out of 10 employees say they feel free to be themselves


What are the next steps – Recruitment process:

Thank you very much for applying!


We will make sure to provide feedback on your application within 2 weeks after the application deadline.



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