Center of Change Process Engineer (25000589)
Primary Location
: PHILIPPINES-PHILIPPINES-MAKATI CITY
Organization
: AXA Philippines Life and General Insurance
Contract Type
: Regular
Shift
: Day Job
Schedule
: Full-time
Description
Job Purpose
The Manager, Center of Change is responsible for managing and driving the execution of organizational transformation initiatives focused on customer experience enhancement. This role leads a team of process engineers, Six Sigma professionals, and change champions to deliver projects that improve processes, optimize performance, and foster a culture of continuous improvement using Six Sigma, Agile, and change management methodologies.
Key Performance Areas
Process Excellence and Six Sigma
- Lead and oversee key process improvement initiatives, ensuring alignment with business priorities and customer impact
- Mentor Six Sigma Green Belts and support certification efforts for Yellow Belts and new practitioners
- Ensure project charters, baselines, and KPIs are well-defined and outcomes are measured for benefit realization
Agile Transformation Leadership
- Support agile adoption by coaching teams on agile practices and ensuring effective implementation of frameworks across transformation initiatives
- Facilitate agile ceremonies and retrospectives to ensure team performance and learning
- Coordinate with product owners and functional leaders to ensure agile efforts are aligned with business objectives
Change Management
- Design and implement change management strategies to support transformation initiatives
- Champion employee engagement and readiness through communication, training, and stakeholder management
- Build and nurture a network of change advocates across the business
Customer-centered Innovation
- Ensure all transformation efforts are grounded in customer insights and aim to improve customer, distributor, and employee experiences
- Partner with experience design and feedback teams to incorporate voice of the customer in solution design and improvement initiatives.
Team leadership
- Manage a cross-functional team of process engineers and change leads; provide coaching, clear direction, and performance feedback
- Foster a collaborative, high-performance culture that promotes continuous learning and innovation
- Coordinate with other departments to ensure cross-functional alignment and effective execution of transformation projects
Measurement and Reporting
- Track and report key success metrics for improvement initiatives (e.g., cycle time, cost, customer satisfaction
- Use data and stakeholder feedback to drive iterative improvements and decision-making
- Present project updates, wins, and risks to the Director and key stakeholders
Stakeholder Management and Collaboration
- Engage with internal stakeholders to align experience design initiatives with overarching business objectives
- Foster a culture of collaboration and customer-centric innovation across cross-functional teams
- Present findings, recommendations, and results to senior leadership to influence strategic decision-making and organizational direction
Critical to Success Measures
To evaluate the effectiveness and impact of the role, the following metrics will serve as key indicators of success:
- Customer metrics, e.g. Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Resolution Rate (FCR), Customer Effort Score (CES)
- Agile Transformation Success, e.g. Successful implementation, and adoption of agile methodologies across teams
- Process Improvement Metrics including team performance and productivity metrics
- Change Adoption Rate, e.g. percentage of employees engaged and trained in new processes and methodologies
- Positive feedback from team members and stakeholders regarding coaching effectiveness and change initiatives
- Customer Satisfaction Metrics, e.g. Enhanced customer satisfaction metrics as a result of process excellence initiative
- Change Impact Assessment, e.g. measure the impact of change initiatives on business objectives (e.g., project delivery times, quality improvements)
- Effective project implementation and benefit realization
Qualifications
Education and Experience
- Bachelor’s degree in Business Administration, Engineering, User Design, or a related field
- 6+ years of experience in customer experience design, innovation, or customer success management
- Strong background in leveraging vendor technologies to create hyper-personalized experiences
- Certified Six Sigma Green Belt, Black belt preferred
Skills and Competencies
- Extensive experience in leading agile transformations and change management initiatives within large, complex organizations
- Proven track record of successfully managing high-performing teams and driving cultural change
- Strong understanding of agile principles, frameworks, and Six Sigma methodology
- Proficiency in customer experience platforms and CRM systems
- Excellent strategic thinking, communication, and interpersonal skills to effectively influence and engage stakeholders at all levels
- Demonstrated ability to present complex information and recommendations to senior leadership
- Relevant certifications in Agile coaching, e.g., Certified ScrumMaster (CSM), Certified Agile Coach (ICP-ACC), etc.), change management (e.g., Prosci, ACMP), and Six Sigma (e.g., Black Belt, Green Belt)
Personal Attributes
- Proactive, results-driven, and customer-obsessed
- Empathetic leader and collaborative team player
- Resilient and adaptable in the face of ambiguity and change
- Passionate about learning, innovation, and building capability in others
About AXA
A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.
Established in 1999, AXA Philippines is one of the largest and fastest growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.
AXA Philippines is one of the first to introduce bancassurance operations in the country, and is among the pioneers in the investment-linked insurance sector.
AXA now offers a complete range of products for all its customers’ insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage; and through its general insurance subsidiary Charter Ping An Insurance Corporation: fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.
AXA Philippines closed 2017 with P26.4 billion in total premium income and P5.7 billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches, and 700 financial executives in over 900 Metrobank and PSBank branches nationwide. Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents.
AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.
The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.
What We Offer
Please visit www.axa.com.ph/careers for more information.
Education and Experience
- Bachelor’s degree in Business Administration, Engineering, User Design, or a related field
- 6+ years of experience in customer experience design, innovation, or customer success management
- Strong background in leveraging vendor technologies to create hyper-personalized experiences
- Certified Six Sigma Green Belt, Black belt preferred
Skills and Competencies
- Extensive experience in leading agile transformations and change management initiatives within large, complex organizations
- Proven track record of successfully managing high-performing teams and driving cultural change
- Strong understanding of agile principles, frameworks, and Six Sigma methodology
- Proficiency in customer experience platforms and CRM systems
- Excellent strategic thinking, communication, and interpersonal skills to effectively influence and engage stakeholders at all levels
- Demonstrated ability to present complex information and recommendations to senior leadership
- Relevant certifications in Agile coaching, e.g., Certified ScrumMaster (CSM), Certified Agile Coach (ICP-ACC), etc.), change management (e.g., Prosci, ACMP), and Six Sigma (e.g., Black Belt, Green Belt)
Personal Attributes
- Proactive, results-driven, and customer-obsessed
- Empathetic leader and collaborative team player
- Resilient and adaptable in the face of ambiguity and change
- Passionate about learning, innovation, and building capability in others
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