Process Lead

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

About the Role

The Process Lead will manage daily operations and service levels within Business Operations, covering areas such as Order Management, Quote Team, and Supply Chain. They will ensure the team meets or exceeds customer expectations, proactively build relationships with key customers, and collaborate with other functions to resolve queries efficiently. Responsibilities include supporting staff development, achieving objectives and KPIs, and improving processes. The role also involves close collaboration with SSG marketing and IT teams to deliver integrated digital experiences and align with local brand positioning.

The role will be assigned the following responsibilities:

• Ensure successful SLA achievement and high customer satisfaction;
• Oversee day-to-day operations of the team;
• Ensure cohesive and standardized reporting across Team Leaders;
• Collaborate with Business Operations Team Leaders to deliver effective end-to-end processes;
• Act as an escalation point for query management and make appropriate decisions;
• Establish and maintain strong customer relationships, ensuring needs are met or exceeded;
• Proactively manage customer relationships through events, meetings, and reviews;
• Build relationships with support functions to achieve department and company objectives;
• Conduct regular query reviews, set individual targets, and monitor success;
• Represent Business Operations in tender opportunities and fulfillment;
• Supervise team schedule adherence and task completion;
• Provide training and knowledge sharing to the team and new hires when needed;
• Guide and motivate the team in line with Canon’s Vision, Mission, and Values;
• Assess daily team workload and recommend resource strategies as necessary;
• Identify improvement opportunities and ensure the team has adequate training and skills to meet SLAs and department objectives.

Qualifications  

• Previous Industry Experience: 3 years’ experience in customer fulfillment delivery process and associated administration activities
• People Management Experience: ideally includes performance management, coaching, building, and motivating teams
• Bachelor’s Degree holder in any business-related discipline
• Highly customer-focused, delivery-oriented, and proactive with problem-solving skills
• Strong communication, coaching, and relationship-building abilities
• Ability to learn and understand products and solutions with excellent organization and planning skills
• Customer-centric approach and IT literate in standard office systems, e.g., Excel, Outlook

If this sounds like you, we’d love you to apply!  

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps.
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