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Job Title:

Senior Manager, Total Quality Management (TQM)

Department:

Customer Experience Management (CXM) – Controls & Enablement

Reports To:

Head of CX Governance & Enablement

Role Purpose:

The Senior Manager for Total Quality Management (TQM) is accountable for defining, executing, and sustaining the organization’s CX quality and continuous improvement agenda. This role ensures operational excellence, regulatory compliance, and customer-centric delivery through data-driven assurance, process discipline, and governance alignment.

The position requires deep expertise in managing end-to-end quality governance across internal teams and outsourced BPOs, with comprehensive exposure to regulatory and external audits, particularly Bangko Sentral ng Pilipinas (BSP) reviews under the Financial Consumer Protection (FCP) framework.

Key Responsibilities

1. Quality Governance & Strategic Alignment

• Lead the design and institutionalization of the CXM TQM framework, aligned with COPC, ISO 9001, and BSP Circular 1160 standards.
  

• Establish enterprise quality objectives, KPIs, and governance cadences covering QA, ARC, and Process Excellence.
  

• Champion a risk-based quality assurance model that integrates customer experience, compliance, and operational performance.
  

• Partner with the Head of Governance and CX Leadership to ensure quality strategies directly support business, regulatory, and customer protection objectives.
  

2. Quality Assurance & Audit Management

• Oversee QA governance across all customer touchpoints and channels (voice, chat, email, back-office).
  

• Ensure consistent calibration, scoring, and feedback mechanisms across multiple vendor sites.
  

• Drive Zero Tolerance Policy execution and preventive action plans for critical quality and compliance errors.
  

• Serve as CXM’s lead in internal, external, and regulatory audits, ensuring complete documentation, timely submission of artifacts, and management of corrective and preventive actions (CAPA).
  

• Manage and support BSP and partner bank audit cycles, including pre-assessment, onsite validation, and post-audit closure.
  

• Ensure full compliance with BSP Circulars (951, 1033, 1127, 1160) and alignment with the Financial Consumer Protection framework.
  

3. Continuous Improvement & Root Cause Management

• Institutionalize Lean Six Sigma and Kaizen methodologies to drive systemic improvement in service quality, rework reduction, and customer satisfaction.
  

• Lead RCA deep dives for critical DSAT, audit findings, or process failures; ensure translation into sustainable CAPA.
  

• Collaborate with Process and ARC counterparts to ensure findings are addressed end-to-end and logged in governance dashboards.
  

• Quantify improvement ROI, cost avoidance, and customer experience impact through measurable metrics.
  

4. Data, Insights & Quality Intelligence

• Direct the design and continuous enhancement of quality dashboards, scorecards, and reporting templates.
  

• Correlate QA data with DSAT, complaint categories, and operational metrics for holistic CX health reporting.
  

• Drive automation of QA processes through analytics, AI, and machine learning tools.
  

• Present insights, risk trends, and improvement recommendations during ManComm, Risk Council, and BSP readiness reviews.
  

5. Stakeholder & Regulatory Engagement

• Serve as CX Governance focal point for BSP, partner banks, and external auditors on customer-related audit matters.
  

• Liaise with Enterprise GRC, Compliance, Legal, and Risk Management teams for coordinated audit responses and risk mitigation.
  

• Support executive reporting to Risk Committee and Board-level forums on quality governance and audit closure status.
  

• Drive stakeholder education on regulatory quality expectations and FCP alignment.
  

6. Leadership & People Development

• Lead a team of QA Leads, Process Analysts, and ARC specialists across multiple sites and partners.
  

• Develop competency roadmaps and certification programs for Quality professionals.
  

• Foster a culture of transparency, accountability, and continuous improvement within the CXM organization.
  

Qualifications

• Bachelor’s degree in Business, Industrial Engineering, or related field (Master’s degree preferred).
  

• Minimum 8–10 years of progressive experience in Quality Management, Process Excellence, or Audit within FinTech, Banking, or BPO operations.
  

• Comprehensive exposure to regulatory and external audits (BSP, ISO, partner banks) is a must.
  

• Certified Lean Six Sigma Green/Black Belt, COPC Coordinator, or equivalent.
  

• Demonstrated success leading enterprise audit responses, CAPA management, and regulatory compliance programs.
  

• Excellent communication and executive presentation skills, with proven ability to engage senior regulators and internal audit teams.
  

Key Success Metrics

• 100% closure of audit findings within BSP SLA
  

• QA Accuracy and Calibration ≥ 95%
  

• DSAT reduction ≥ 20% YoY
  

• Quality-related regulatory compliance incidents = 0
  

• Documented ROI on improvement initiatives ≥ 3×
  

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package