Business Excellence Senior Manager
Business Excellence Senior Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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 organizations 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 vendors 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 organizations assets by upholding the principles of the Quality Information Security Management System (QISMS).
- Ensures confidentiality integrity and availability of information critical to fulfilling the organizations business functions.
Required Experience:
Senior Manager
Employment Type
Full-Time
