DUTIES & RESPONSIBILITIES:

Financial Management Function:

• Responsible for the P&L of all the programs under his portfolio. 
• Responsible in meeting and exceeding Revenue and GM targets of all the programs under his portfolio.
• Responsible in driving transformation and innovation projects yielding financial savings to the programs under his portfolio.
• Responsible in optimizing seat utilization of sites, to support the GM of the programs under his portfolio.
• Responsible in optimizing B&M and W@H ratio for his programs to drive optimal GM.

Operations Management Function:

• Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports. 
• Work with Down lines/ management team to administer program and implement both client and in house policy.
• Ensure that operations are being managed accordingly on a day-to-day basis.
• Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics.
• Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary.
• Monitor daily all areas of performance metrics to assure that standards are met across the board
• Attend weekly operations review and present action plans to issues that need to be addressed.
• Collate and respond to operational issues as reported by Operations management team ? as needed.
• Escalate operational issues beyond level of authority to the Vice President ? as needed.
•  Inform Account Manager, and Senior Vice-President of Operations when the system needed (system error/downtime) to handle calls are not working effectively ? as needed.
• Submit weekly and monthly ops review report to the Senior Vice-President of Operations and Clients.

Training, Process and Quality Management/Standards Compliance Function:

• Minimize or manage at acceptable level the customers? complaints.
• Work with Account Manager and Senior Vice President for Operations to further develop program and implement policy ? as needed.
• Work with the management team including but not limited to Sr. Director, Director, Sr. Operations Managers, Sr. Manager for Process and Training, Sr. Manager for Business Excellence and Quality in coordination with other groups in coming up with programs that will help further develop the associates.
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
• Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.
• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensure the center is in compliance with Privacy Rules Standard.
• Work with management team inc. Sr. Director, Director, Sr. Operations Managers, Sr. Manager for Process and Training, Sr. Manager for Business Excellence and Quality to implement initiatives that will drive performance.
• Work with management team inc. Sr. Director , Director, Sr. Operations Managers, Sr. Manager for Process and Training, Sr. Manager for Business Excellence and Quality to ensure monitoring coverage as stipulated in the SOW.
• Work with Director, Sr. Manager for Process and Training to plot sustainable Training Calendar and Activities, smooth transition to Operations, and deliver quality trainees acceptable to the standards set by the Client and Operations.

Staff Development Function:

• Ensure that the Contact Center meets productivity standards ? daily.
• Provide daily leadership and motivation to the team ? covering downlines: Sr. Director,  Director, Sr. Operations Managers, Sr. Manager for Process and Training, Sr. Manager for Business Excellence and Quality
• Conduct monthly one-on-one coaching to downlines and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.
• Devise a strategic communication plan to ensure all changes are relayed on time and accurately.
• Create incentives for all staff in conjunction with meeting performance measurements.
• Conduct weekly Governance with the Managers and discuss team and program performance, issues and share best practices.
• Design development plans for downlines/ management team. Proactively prepare for succession plan across the levels to continually reinforce the organizational structure.
• Initiate and support all employee satisfaction and workplace programs. 
• Consult personnel / program issues to Senior VP for Operations in terms of further decision-making.
• Coordinate with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition.
• Regularly spot-checks (Remote Call Listening) agents on customer handling and provide TLs/Quality Personnel with feedback on areas for improvement

Client Management:

• Interfaces with Vendor Managers and Business Owners on a daily basis to address operational concerns, issues and metrics.
• Interfaces with Transition Program Managersfrom time to time to give updates on the deliverables during the transition and implementation phase.
• Interfaces with Training Manager for all Training related issues and concerns. Facilitate and update smooth roll out of the Training Calendar and Ad Hoc Trainings provided by Humana.
• Interfaces with Quality Supervisor for all quality related issues and concerns.
• Interfaces with WFM, Reporting and Special Projects Group (ECHO) for other operational requirements and process improvement initiatives.
• Ensures daily, weekly, and monthly reports are submitted to the client on time.
• Submits every first week of the month to the Vendor Managers, the previous month?s Invoice and supporting details

Others:

• Perform tasks assigned by the Senior Vice President for Operations from time to time.
• Prepare composite reports from the individual reports of subordinates.
• Communicate as needed with other departments within the Contact Center about operational and personnel issues.
• Handles the overall project, budgeting & financials, strategies to improve teams KPIs, SPOC for the client relations, profitability of the project, planning & process improvements.
• Communicate and coordinate with the other departments and Clients during the transition phase for smooth implementation of the program
• Responsible in hiring and recruiting key personnel of the program from both internal and external sources.
• Participate in new client RFPs are required.

Work At Home Responsibilities

• Be familiar with and abide to all Sagility general security and Work @ Home security policies and procedures
• Be familiar with and abide by all client security policies and procedures required to protect customer data
• Maintain the security of the home work environment and protect the Sagility-provided assets, client system and data
• Ensure that all security related incidents are reported
• Shall work on the same internet connection that was tested during setup process. If changes are made to the current internet connection or router during the course of application or employment, employee will be required to notify the appropriate parties in advance and retest the connection to ensure the requirements are met.
• Must immediately report system performance problems or downtime to his/her manager and the local IT-SPOC

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.
• Ensures compliance to the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Health Information Technology for Economic and Clinical Health Act (HITECH), and Utilization Review Accreditation Commission (URAC).

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff:

Product Knowledge Classroom Management Facilitation Skills Training Needs Analysis Training Design & Development (Instructional Design)

With Moderate Competency Level in ff.:

Computer Literacy Typing Skills Coaching and Counseling Process Improvement Discipline Management

With Expert Competency Level in ff.:

Communication Skills (Spoken) Communication Skills (Written) Customer Orientation Job Knowledge Sense of Urgency Passion for Excellence Working in Teams/ Interpersonal Skills Work Organization People Management / Team Orientation Drive for Results / Execution Thriving in Change Expertise / Analytical Skills Strategic Capability Problem Solving Presentation Skills Performance Management Conflict Management Fiscal Management Business Acumen Change Management Planning, Organizing, Controlling Sales or Selling Influencing / Negotiating Partnering Innovation Resource Management

OTHER REQUIREMENTS:

Reports to:  Senior Vice President of Operations

Supervises: 

• Operations Sr Director
• Operations Director

Education and/or Experience:

College degree in Management, Marketing, Psychology or Life Science; 5 years customer service experience; 10 years managerial experience, preferably in Healthcare operations.

Language Skills:

English, additional language a plus

Computer skills:

MS Office, Planning, Controlling, Organizing and Management Skills

Reasoning Ability:

Must be able to problem solve, and determine problems, also to recommend solutions. To seek out better methods of training classes to operate. Strong People Management, customer orientation and Analytical skills.

Physical demands:

May require weekend or evening work.

Work environment (B&M):

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

Work environment (WAH):

• Workstation PC is located in a confined area at home
• PC monitor is not facing the door or window
• Room is well ventilated to reduce the risk of equipment overheating
• Unauthorized entry to room is prevented (i.e. keeping the room locked at all times)
• Telephone conversations are not overheard from other areas of the house/outside
• Workstation is clean and free from any form of writing materials and electronic device
• Adequate internet connectivity (> 20 mbps)

Others:

• Able to establish, implement and continuously improve the quality information security policies assigned to him / her.

• Able to establish structures and procedures to protect classified information.
• Able to report information security related incidents without any delay to the proper authorities.

 e.g. All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality.

• Able to participate during training, orientation and awareness programs pertaining to QISMS.