Transformation Manager

4 weeks ago

Taguig Philippines Conifer Health Solutions Full time

Summary:

The Transformation Manager drives Business transformation by implementing delivery and operational excellence practices and initiatives through multiple projects across the organization. Key activities include business process assessment and analysis, process flow mapping, improvement opportunity identification which may include process improvements or automation opportunities. The role will manage and implement Lean Six Sigma Projects and automation projects for the Global Business Center.

The incumbent will be responsible for driving Continuous Improvement Savings through process improvement and optimization and/or process automation and will be responsible for the development and implementation of the Process Automation framework which may include the deployment business automation, workflow automation, or RPA (robotics process automation) Technologies.

This position will report to the Director of Business Transformation as a subject matter expert on continuous improvement and automation, assists and advises senior management on Operational Excellence, Continuous Improvement, Automation, and drives its implementation within the organization.

Duties and Responsibilities:

  • Facilitate process improvement and assist business owners in improving existing process performance through analysis, experience and employee input in a project environment.
  • Build and deliver Operational/Delivery Excellence training and coach on business excellence principles.
  • Assist organization in the creation, monitoring, measurement, and analysis of standardized processes.
  • Support the development and implementation of a formal management review of Key Performance/Operating results, and train and coach all functional areas on measurement principles.
  • Provide support/input to weekly and/or monthly Key Performance Indicator (KPI) reports and review meetings.
  • Facilitate and/or participate in cross functional Process Improvement Initiatives and root cause analysis.
  • Implement strategic quality direction into operational guidelines and practices and support ongoing expansion of the quality culture across the organization.
  • Provide support to develop support assets, e.g., tracking tool for operational excellence success stories, tracking of root cause/lessons learned from actual delivery experiences, etc.
  • Communicate to key management stakeholders on salient quality issues and business opportunities.

Qualifications:

  • Experience in a shared service center environment, with proven experience in Continuous Improvement, Automation, Lean Six Sigma
  • Demonstrated ability to manage stakeholder relationships across diverse geographies/locations and business units
  • Demonstrated understanding of ethical behavior, exhibiting ability to ensure his own behavior and the behavior of others is consistent with company standards and values of the organization
  • Functional skills include Business Analysis, Analytics Solutions Designs, Stakeholder Management, Project Management, Storytelling or Communication, Critical Thinking and Problem Solving, Continuous Improvement, Transformation
  • Technical Skills include Innovation, Business Process Management, Quality Management, Intelligent Process Automation and Metrics
  • Bachelor's or Masters in Business, Statistics, Math, Comp Sci, Economics, Physics, Engineering or related scientific disciplines
  • Work experience of 3-4 years of relevant experience of leading and performing as a business excellence lead or advisor in BPO or service sector and 5-8 years of overall experience in any of the following - Insurance, Contact Center, Health Care, Pharma
  • Experience in statistical tools, RPA and related projects in RPA, Project Management and Demonstrated strong understanding of Process modeling tools and concepts.
  • Certified Green Belt from a reputed organization (on par with ASQ, BMGI, ISI, etc.).

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