Business Transformation Sr. Director

2 weeks ago

Quezon City, National Capital Region, Philippines PM Consulting Full time

Job description

Role Title: Senior Director - Business Transformation

Hybrid set up; Mid or GY shift

  • Salary budget: up to 400k base pay; Additional allowance: 23k
  • Guaranteed bonus: 13th and 14th month pay
  • HMO coverage on day K MBL regular suite / clinic based, with 2 free dependents)
  • Leave credits: 15days VL, 15days SL eligible upon regularization
  • Retirement benefit

KEY QUALIFICATIONS:

  • Open to Assoc. Director, Directors, Consultant level
  • with 8-10 years' experience business transformation leadership role (preferably in the BPO industry)
  • Data science certification preferred with knowledge of AI/ML
  • Any CCAS certification is preferred, AWS, Azure or GCP
  • Trained or Certified Analytics practitioner in any NICE, VERINT, NEXIDIA, CLARABRIDGE, IBM platform
  • Excellent Presentation skills including administering employee training sessions and hosting customer quality auditors
  • Open to work in night shifts to support US functions

KEY RESPONSIBILITIES:

Technical & Strategic:

  • Knowledge of Generative AI and its applicability in driving customer value and positive business outcomes
  • Experience in CCAS solutions implementation and its features and functionalities
  • Extensive working knowledge of RPA solution & preferably certified in any of the following platforms, AA, UIPath or Blueprism
  • Digital transformation knowledge on Contact center, clinical/UM & back office processes
  • Created data visualizations to help business users understand complex data sets and make better business decisions, Power BI, Tableau
  • Implemented innovative solutions such as AI/ML tech led solutions to solve complex problems facing businesses today and tomorrow
  • Reduced time spent on administrative tasks by automating processes using workflow software, RPA and any other technology solution
  • Developed and implemented a comprehensive digital transformation roadmap that included strategic initiatives across all areas of the organization
  • Managed cross-functional teams responsible for delivering projects within aggressive timelines while ensuring quality and compliance with regulatory requirements
  • Solution development experience using Python, .net/C# Programming languages to address
  • business challenges
  • Through working knowledge of analytics framework and solutions in customer service and
  • backoffice businessAble to conduct analytics & tech led transformational POCs (Proof-of-concept) for US
  • healthcare LOBs Payer or provider
  • Able to analyze structure around unstructured data generated from different engagement channels (phone calls, chats, emails, survey, social media) using NLP/NLU & Gen AI solutions
  • Leverage Tech led solution to enhance customer experience, improve Net promoter score, and drive operational efficiencies, AHT reduction
  • Identify transformational opportunities for Project management, Business Process Reengineering & Business Analytics
  • Explore industry best practices in data analysis and apply them in Operational use.

Team Management:

  • To drive technology led solution culture in the process & make quality as a way of life
  • Coordinate with the senior management team members to drive change and improvements
  • Reward & recognize the excellent performers in the team
  • Review team performance & Motivate team members and ensure minimal attrition
  • Contribute towards overall team development by regular updates to the team on any
  • technology solutions, etc.

General Safety & 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

Job Types: Full-time, Permanent

Salary: Php400, Php450,000.00 per month

Schedule:

  • 8 hour shift
  • Evening shift

Supplemental pay types:

  • 13th month salary
  • Performance bonus

Ability to Commute:

  • Quezon City (Required)

Ability to Relocate:

  • Quezon City: Relocate before starting work (Required)

Expected Start Date: 04/01/2024


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