Continuous Improvement Manager

1 week ago

Manila, National Capital Region, Philippines SAGILITY PHILIPPINES B.V. BRANCH OFFICE 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.

Job title:

Continuous Improvement Manager

Job Description:

DUTIES & RESPONSIBILITIES:

Performance Management:
  • Drive Improvement projects/activities across the vertical
  • Redesign process to suit the improvement plan
  • Work closely with operations team to collect data and assess the current situation
  • Network with other experts to exchange learnings and good practices both internally and externally
  • Developing and executing key process excellence & digital transformational project roadmaps for aligned businesses
  • Interact with Clients for understanding Key Business Priorities and Opportunity Identification
  • Provide Innovative leadership driving quality and performance
  • Direct the identification of gaps and improvement in the various processes
  • Ensure the use of problem solving and root cause analysis where necessary
  • Deploy Lean Six Sigma framework to improve Process performance
  • Lead VSM and Problem solving workouts with the aligned businesses
  • Monitor and Audit the deployed processes for effectiveness and efficiency
  • Responsible for generating business impact for the client using the CI methodologies and frameworks
People Management:
  • Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions.
  • Conducts Quality meetings. Expands training knowledge through seminars and keeping abreast of current quality issues.
  • Develops and trains analysts through coaching, providing work guidance and motivation. Also includes counseling for disciplinary actions.
  • Communicates account overall process improvement performance to Business Heads.
Process Improvement:
  • Provides continuous improvement of processes and systems.
  • Conducts process improvement plan and quality communication with the client handled, operations and training management.
Technical:
  • Designs and implements reports to establish patterns and trends of quality issues as they may arise.
  • Able to provide quantifiable data to all quality judgments that are made.
  • Conducts Lean Six Sigma Trainings and Certification Programs
Others:
  • Perform tasks assigned by his/her immediate Head.
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 Moderate Competency Level in:

  • Communication Skills (Spoken)
  • Communication Skills (Written)
  • Customer Service Orientation
  • 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
  • Process Improvement
  • Performance Management
  • Discipline Management
  • Change Management
  • Project Management

With Expert Competency Level in:

  • Expertise/Analytical Skills
OTHER REQUIREMENTS:

Reports to: Senior Business Excellence Manager

Supervises: Continuous Improvement Lead and Analysts

Essential Qualifications:
  • Preferably any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience and call monitoring.
  • At least 5 year(s) of working experience in the related field is required for this position
  • Preferably Assistant Manager / Managers specializing in Quality & Process improvement role or equivalent
  • Six Sigma Black Belt Certified preferred
  • Knowledge on Quality/Stat tools and Six Sigma Methodology
  • Experience in using Minitab, Text Analytics, Speech Analytics
  • Experience in Project Management
  • Proficiency in using MS Excel and PowerPoint required
  • Good presentation and facilitation skills
  • Good analytical and problem solving skills
Work environment:

The work environment is professional, office. Business casual attire.

Work at Home:
  • Ability to create and follow business plans
  • Time management skills
  • Be reliable and responsible
  • Organizational skills
  • Willingness to seek help and ask questions
  • Adaptability and Flexibility
  • Self-Motivated
  • Technically proficient
  • Ability to work independently
  • Proactive
  • Ability to work as part of a virtual team
  • Strong written and verbal communication skills
  • Reliable home office equipment and internet connectivity
  • Excellent problem solving skills
  • Ability to work with little supervision
  • Strong work ethic; Integrity
Physical demands:

May require weekend or evening work

Location:

Quezon City, Bridgetowne Zeta, Philippines

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