Business Excellence Senior Manager

2 days ago

Quezon City, National Capital Region, Philippines Curran Daly + Associates Full time ₱1,200,000 - ₱2,400,000 per year

Job Description

Work Set-up:

Hybrid (3 times onsite weekly with some flexibility)

Night Shift (9pm)

Education:
Preferably any 4-yr College Degree and/or equivalent; having a PHRN or USRN licensure is ideal

Experience:
·At least 6 year(s) of working experience in OPEX or Business Excellence functions/roles, with 3+ years leadership exposure to BPO healthcare accounts specifically in Clinical Operations is required for this position.

Mandatory Skills:

  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external clients
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Demonstrated ability to take initiative and ownership with focus on continuous improvement
  • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
  • Solid understanding of the organization's business operations and industry

Responsibilities:

Performance Management

  • Ensures that the Business Excellence Team meets standards for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
  • Designs and implements reports to establish patterns and trends as they may arise.
  • Able to provide quantifiable data to all quality judgments that are made.
  • Works with all Operations and Support Groups to drive change and improvement
  • Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems
  • Review and approve process and QC documentation to release processes for distribution
  • Recommend the six sigma & lean projects in the organization

Process Improvement:

  • Leads and guides Business Excellence Leaders in identifying proactive initiatives for business process improvements
  • Recommends corrective services within client limits to adjust customer complaints.
  • Provides continuous improvement of processes and systems.

People Management:

  • Handles and resolves resistance of the team to change as it involves conflicting views and opinions
  • Develops and trains team members through coaching, providing work advice and motivation.
  • Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions.
  • Conducts meetings; Expands knowledge through seminars and keeping abreast of current quality issues.
  • Develops and trains team members through coaching, providing work advice and motivation.
  • Interviews and staffs QA team, internal and external candidates.
  • Conducts performance reviews and appraisals for Team Leaders (monthly/midyear/yearly).
  • Reviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct.
  • Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.
  • Conduct & mentor GB and PCS projects

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.

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