Associate Director Business Excellence

2 weeks ago

Quezon City, National Capital Region, Philippines View Moreicons Full time

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

"DUTIES & RESPONSIBILITIES:

Technical & Strategic
? Able to conduct analytics POCs (Proof-of-concept) for various domains
? Able to analyze structure around unstructured data (phone calls, chats, emails, survey, social media)
? Deliver quantifiable, actionable insight to clients using text, speech and data analytics
? Perform analytical activities to enhance customer experience, improve Net promoter score, and drive operational efficiencies
? Identify opportunities for Project management, Business Process Reengineering & Business Analytics
? Utilize quality tools to provide a comprehensive analysis of the quality metrics at an account level
? Utilize advance analytics tools for data, text & speech to carry out improvement projects
? Explore industry best practices in data analysis and apply in Operational use
? Gather project requirement and perform GAP analysis
? Designing project plans and functional design documents for Advanced analytics
? Identify opportunities to enable other functions achieve strategic goals through business excellence
? Build a culture of thought leadership and critical thinking across the BE & Operations
? Manage Business Transformation and Process Re-engineering activities
? Able to run Speech and text analytic engine driving analytics practice team
? Train and mentor teams on thought leadership and strategic skills
? Facilitate change management, performance evaluation & facilitating diverse learning
? Conduct workshops for leadership to identify Innovation opportunities & high impact projects

Team Management:
? Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.
? Coordinate with the senior management team members to drive change and improvement
? Reward & recognize the excellent performers in the team
? Review team performance
? To drive quality culture in the process & make quality as a way of life
? Contribute towards overall team development by regular updates to the team on any new quality tools etc.
? Motivate team members and ensure minimal attrition

General Safety and Security
? Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
? Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
? Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) ? For Healthcare Accounts

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.:
? Communication Skills (Spoken)
? Communication Skills (Written)
? Customer Service Orientation

With Moderate Competency Level in ff.:
? Computer Literacy
? Job Knowledge
? Sense of Urgency
? Passion for Excellence
? Working in Teams/Interpersonal Skills
? Work Organization
? Drive for Results/Execution
? Thriving in Change
? Expertise/Analytical Skills
? Product Knowledge
? Typing Skills
? Problem Solving
? Training Needs Analysis

Requirements
? Trained or Certified Analytics practitioner in any NICE, VERINT, NEXIDIA, CLARABRIDGE, IBM platform
? Candidate must possess at least a Bachelor's/College Degree, any field
? Computer skills: MS Excel, MS Word, Microsoft Access, MS PowerPoint, Minitab
? Presentation skills including administering employee training sessions and hosting customer quality auditors
? Proficiency in MS Office
? 8-10 years' experience in the area of process improvement, preferably in the BPO industry
? Able to establish, implement and continuously improve the quality information security policies assigned to him / her.
? Able to establish structures and procedures to protect classified information
? Able to report information security related incidents without any delay to the proper authorities.
? Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA "

Job title:

Associate Director Business Excellence

Job Description:

DUTIES & RESPONSIBILITIES:

Technical & Strategic
? Able to conduct analytics POCs (Proof-of-concept) for various domains
? Able to analyze structure around unstructured data (phone calls, chats, emails, survey, social media)
? Deliver quantifiable, actionable insight to clients using text, speech and data analytics
? Perform analytical activities to enhance customer experience, improve Net promoter score, and drive operational efficiencies
? Identify opportunities for Project management, Business Process Reengineering & Business Analytics
? Utilize quality tools to provide a comprehensive analysis of the quality metrics at an account level
? Utilize advance analytics tools for data, text & speech to carry out improvement projects
? Explore industry best practices in data analysis and apply in Operational use
? Gather project requirement and perform GAP analysis
? Designing project plans and functional design documents for Advanced analytics
? Identify opportunities to enable other functions achieve strategic goals through business excellence
? Build a culture of thought leadership and critical thinking across the BE & Operations
? Manage Business Transformation and Process Re-engineering activities
? Able to run Speech and text analytic engine driving analytics practice team
? Train and mentor teams on thought leadership and strategic skills
? Facilitate change management, performance evaluation & facilitating diverse learning
? Conduct workshops for leadership to identify Innovation opportunities & high impact projects

Team Management:
? Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.
? Coordinate with the senior management team members to drive change and improvement
? Reward & recognize the excellent performers in the team
? Review team performance
? To drive quality culture in the process & make quality as a way of life
? Contribute towards overall team development by regular updates to the team on any new quality tools etc.
? Motivate team members and ensure minimal attrition

General Safety and Security
? Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
? Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
? Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) ? For Healthcare Accounts

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.:
? Communication Skills (Spoken)
? Communication Skills (Written)
? Customer Service Orientation

With Moderate Competency Level in ff.:
? Computer Literacy
? Job Knowledge
? Sense of Urgency
? Passion for Excellence
? Working in Teams/Interpersonal Skills
? Work Organization
? Drive for Results/Execution
? Thriving in Change
? Expertise/Analytical Skills
? Product Knowledge
? Typing Skills
? Problem Solving
? Training Needs Analysis

Requirements
? Trained or Certified Analytics practitioner in any NICE, VERINT, NEXIDIA, CLARABRIDGE, IBM platform
? Candidate must possess at least a Bachelor's/College Degree, any field
? Computer skills: MS Excel, MS Word, Microsoft Access, MS PowerPoint, Minitab
? Presentation skills including administering employee training sessions and hosting customer quality auditors
? Proficiency in MS Office
? 8-10 years' experience in the area of process improvement, preferably in the BPO industry
? Able to establish, implement and continuously improve the quality information security policies assigned to him / her.
? Able to establish structures and procedures to protect classified information
? Able to report information security related incidents without any delay to the proper authorities.
? Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA 牋

Location:

Quezon City, Bridgetowne ZetaPhilippines #J-18808-Ljbffr

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