Responsible for executing key deliverables in achieving OGSM Targets and Delivering Client Savings. Builds and designs Value Stream Mapping, lists down the disjointed process, pain points, and ideas, and recommends potential solutions that can help improve efficiency and reduce errors.Business Excellence Supervisor

Responsible for executing key deliverables in achieving OGSM Targets and Delivering Client Savings. Builds and designs Value Stream Mapping, lists down the disjointed process, pain points, and ideas, and recommends potential solutions that can help improve efficiency and reduce errors.

Document each process step, systems used, volume, and resource headcount  
?    Identify process gaps, pain points, and opportunities    
?    Brainstorm potential solutions and recommendations with Operations, Business Excellence & Training Team    
?    Plan data collection methods for specific projects, and determine the types of data needed    
?    Partner with BE and operations SPOCS in collecting data requirements    
?    Prepare data for processing by organizing information, checking for any inaccuracies, and adjusting and weighting the raw data    
?    Present data and articulate self well    
?    Consistently demonstrate sound judgment    
?    Rapidly get to the root cause of issues

REPORTING
?    Standardization of Reports
?    Reports Automation and Dashboarding
?    System Integration

OPPORTUNITY IDENTIFICATION FOR PROCESS IMPROVEMENTS
?    Gemba Walk
?    Call Listening Session
?    Focus Group Discussion
?    Value Stream Mapping/ End to End Process Mapping
?    IVR Journey Map

PERFORMANCE IMPROVEMENT & PROJECTS
?    Baselining and Analysis
?    Call Segmentation Analysis
?    Transfer Analysis
?    Cross-Geo Initiatives
?    Playbook Implementation (AHT, Quality & Survey)

GOVERNANCE
?    Monthly Governance Call
?    MBR & QBR Connects with Client
?    Resources will be working hybrid setup
?    Work Timing: Mountain Time Zone
?    Holidays: Shall adhere US Holidays

?    Resources will be working hybrid setup
?    Work Timing: Mountain Time Zone
?    Holidays: Shall adhere US Holidays

TEAM MANAGEMENT    
?    Manage project pipeline and team's capacity. Set timeline and proper expectations for the requestor    
?    Ensure that all projects taken are expected to drive benefits such as financial savings, penalty avoidance, and/ or maintain client relationship    
?    Monitor the status of all completed projects by partnering with operations    
?    Ensure that each project has a project charter    
?    Ensure that all projects underwent a series of intensive reviews (internal with Analytics leader/s), and storyboards are cohesive before the readout    
?    Intervene every time there are roadblocks and delays to all projects    
?    Supervise and instruct the operations/BE team in collecting and tabulating data.    
?    Conduct kick-off meetings/ other necessary meetings with SMEs, Managers, and leads to achieve the objective of the project    

ESSENTIAL SKILLS
?    Knowledge & Experience in using Minitab & MS PPT and Excel. Knowledge in handling statistical/ visualization/ scripting platforms is preferred
?    Knowledge & Experience in using MS Visio. Knowledge of process design is preferred    
?    Knowledge on Six Sigma Methodology    
?    Analytical and problem-solving skills    
?    Present data and articulate self well    
?    Consistently demonstrate sound judgment    
?    Mentor and develop reports    
?    Rapidly get to the root cause of issues    
?    Design appropriate analysis to support the team in implementing analysis    
?    Provide effective communication and feedback to staff    
?    Consistently demonstrate sound judgment    
?    Mentor and develop direct reports    
?    Develop client relationships     
?    Define and manage achievement of client performance objectives    
?    Rapidly get to the root cause of issues    
?    BPO experience is an advantage    
?    Experience in Text and Speech Analytics is a plus    

BUSINESS EXCELLENCE FUNCTION
?    Basics of Operational Quality class (BOQ)     
?    Contribute to AIM (All Ideas Matter)    
?    Lead SPARK engagement (Sharing Practices and Replication of Knowledge)

WITH STRONG COMPETENCY LEVEL IN FOLLOWING
?    Communication Skills (Spoken)    
?    Communication Skills (Written)    
?    Presentation Skills (Written)    
?    Customer Service Orientation

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    
?    Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) ? For Healthcare Accounts    

ELIGIBILITY
?    Regular and certified employees in their current role
?    Open to all interested internal applicants who meet the qualifications stated
?    The Performance Appraisal, Individual Development Plan, Attendance and Discipline records will be reviewed
?    Applicants must have at least 12 months of tenure in his/her current job.

QUALIFICATIONS    
?    Should not have faced disciplinary action higher than the first written warning within the past six months     
?    Must possess high self-motivation, and multi-tasking abilities, and be capable of managing tasks independently within structured timelines     
?    Possess strong communication, presentation, interpersonal, and analytical skills     
?    Proficiency in MS Office applications such as Excel, PowerPoint, and MS Visio are essential     
?    Must be willing to work on the night shift schedule    
?    Ability to work with little supervision    

 

Quezon City, Bridgetowne ZetaPhilippines