Operations Excellence Senior Manager

1 day ago

Quezon City, National Capital Region, Philippines Curran Daly + Associates Full time $90,000 - $120,000 per year

Education:

  • Preferably a 4-year college degree or equivalent.
  • PHRN or USRN licensure is highly desirable.

Experience:

  • Minimum of 6 years' experience in operations excellence or business excellence roles/functions within the BPO industry
  • Must have exposure to BPO healthcare accounts, specifically in Clinical Operations in leadership positions
  • 3 years in managerial grade positions

Mandatory Skills:

  • Excellent written and verbal communication skills, with the ability to effectively present information to internal and external stakeholders.
  • Strong organizational and prioritization skills in a fast-paced, deadline-driven environment.
  • Proven ability to mentor, coach, and provide direction to a team.
  • Demonstrated initiative and ownership, with a focus on continuous improvement.
  • Strong customer service orientation and professionalism.
  • Solid understanding of business operations and the healthcare industry.

Key Responsibilities

Performance Management:

  • Ensure the Business Excellence Team objectively monitors all customer contact points (web, voice, email, white mail) to meet quality standards.
  • Design and implement reports to identify patterns and trends.
  • Provide quantifiable data to support quality judgments.
  • Collaborate with Operations and Support Groups to drive improvements.
  • Act as quality liaison to resolve outstanding issues, provide audit follow-up, and ensure customer satisfaction.
  • Review and approve process and QC documentation prior to release.
  • Recommend Six Sigma and Lean projects to enhance organizational performance.

Process Improvement:

  • Lead Business Excellence Leaders in identifying proactive process improvement initiatives.
  • Recommend corrective actions within client limits to address customer complaints.
  • Continuously enhance processes and systems.

People Management:

  • Address and resolve resistance to change, managing conflicting opinions effectively.
  • Coach, mentor, and motivate team members to develop skills and performance.
  • Conduct team meetings and participate in relevant seminars to stay updated on quality issues.
  • Recruit and staff QA team positions, including both internal and external candidates.
  • Conduct performance reviews for Team Leaders on a monthly, midyear, and annual basis.
  • Review and make decisions on disciplinary actions in line with the company's Code of Conduct.
  • Deliver training and workshops on Six Sigma, Kaizen, Lean methodologies, etc.
  • Mentor Green Belt (GB) and PCS projects.

General Safety and Security:

  • Uphold Quality Information Security Management System (QISMS) principles to safeguard organizational assets.
  • Ensure the confidentiality, integrity, and availability of critical business information.

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