Quality and Operational Excellence Lead

Drive Service Excellence Across a Global Legal EnterpriseOur client is a top-tier international legal and professional services firm supporting financial institutions, investment managers, global corporations, and family offices across key financial jurisdictions. With more than 60 years of industry leadership, the firm delivers trusted legal, corporate, compliance, formation, and fiduciary solutions. Its globally connected teams combine commercial insight, jurisdictional expertise, and client-focused service to help organizations navigate complex markets, manage risk, and confidently achieve their strategic ambitions worldwide.Job DescriptionLead meaningful transformation within a prestigious global legal services organization trusted across major financial jurisdictions. The Quality & Operational Excellence Lead establishes quality frameworks, strengthens operational governance, and turns performance insights into sustainable business improvements. With Emapta, build a long-term global career defined by stability, growth, worldwide exposure, work-life balance, and a top 1% experience for top 1% talent to thrive.Job OverviewEmployment Type: Full TimeWork Setup: Onsite, MakatiShift: Mid Shift, 9:00 AM-6:00 PM UK Time, Weekends OffExciting Perks Await!Day 1 HMO coverage with free dependentCompetitive Salary PackageFixed weekends offPrime office location in Makati (Easy access to MRT stations, restaurants, and banks)Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)Unlimited opportunities for employee referral incentives across the organizationStandard government and Emapta benefitsTotal of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)Fun engagement activities for employeesMentorship and exposure to global leaders and teamsCareer growth opportunitiesDiverse and supportive work environmentThe Qualifications We SeekRequired5-7 years of experience in service excellence, quality management, operational excellence, continuous improvement, shared services, GBS, BPO, or a similar service delivery environmentDemonstrated experience establishing and embedding quality, service excellence, performance management, or operational excellence frameworksExperience supporting service transitions, onboarding, and stabilisation through operational readiness, governance, and knowledge transferExperience leading process documentation, standardisation, simplification, and improvement initiatives that deliver measurable business outcomesExperience developing and managing KPIs, scorecards, dashboards, and performance reports that support operational decision-makingStrong stakeholder management, communication, and influencing skills, with the ability to engage across functions, geographies, and seniority levelsStrong analytical, problem-solving, and organisational skills, with the ability to succeed in a structured, fast-paced, and evolving environmentStrongly PreferredExperience working in professional services, legal services, or another confidential, client-sensitive, or compliance-driven environmentExperience collaborating with international stakeholders across multiple markets and culturesLean Six Sigma Green Belt, Black Belt, or equivalent continuous improvement certificationExperience supporting process digitisation, workflow optimisation, automation, or operational modernisationYour Daily TasksQuality, Service Transition, and Operational ReadinessEstablish and maintain the GBS Manila Service Excellence and Quality Management Framework, ensuring consistent standards, controls, and governance across all servicesPartner with operational and functional leaders to transition, onboard, and stabilize new services through effective governance, operational readiness, knowledge transfer, and quality assuranceDefine service standards, customer experience expectations, and quality measures that support efficient, scalable, and high-quality service deliveryConduct service reviews, quality assessments, and process audits to identify issues, implement corrective actions, and sustain improvementsService Performance and GovernanceDevelop and maintain KPI frameworks, scorecards, dashboards, and management reports that provide visibility into service quality, operational performance, and business outcomesMonitor performance trends, identify risks and improvement opportunities, and help operational leaders deliver sustainable performance gainsEstablish governance processes that strengthen performance management, accountability, and informed decision-makingProduce management insights and executive reports for business reviews, operational governance forums, and leadership decisionsService Excellence and InnovationEstablish and maintain process documentation, standards, and governance to ensure processes are clearly defined, consistently applied, and scalableLead process mapping, documentation, standardization, simplification, and optimization initiatives that improve quality, efficiency, scalability, and risk managementFacilitate process reviews, root cause analyses, problem-solving activities, and improvement workshops to address operational inefficienciesDeliver continuous improvement initiatives that generate measurable gains in service quality, productivity, customer experience, and operational performanceEvaluate opportunities to apply technology, automation, and AI to strengthen service quality, operational effectiveness, and business outcomesLeadership and Stakeholder EngagementBuild trusted relationships with business leaders, operational teams, and global stakeholders across the organizationInfluence decision-making through data-driven insights, effective communication, and constructive challengeFacilitate service reviews, governance forums, and stakeholder discussions that strengthen alignment, accountability, and continuous improvementFoster a culture of collaboration, ownership, service excellence, and continuous improvement across the organizationSupport strategic initiatives and act as a deputy for site leadership when requiredWhat Success Looks LikeTransition and embed new services successfully, with robust onboarding, knowledge transfer, quality controls, governance, and performance measures established from the outsetEstablish and embed a high-performing service excellence and quality management framework with consistent standards, controls, and governance across all GBS functionsProvide meaningful KPIs, scorecards, reports, and management insights that improve transparency, decision-making, and proactive performance managementDeliver continuous improvement and transformation initiatives that generate measurable gains in quality, productivity, efficiency, customer experience, and cost-effectivenessStandardize, simplify, and optimize processes to reduce risk, improve scalability, and create a strong foundation for future growthEmbed a culture of ownership, continuous improvement, and operational excellence that enables teams to sustain performance gains over timeJoin the Top 1% Talent. A better career. A better life.Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.Apply now and experience the difference!