ROLES & 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

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

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.

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


COMPETENCY REQUIREMENTS:
? Communication Skills
? Computer Literacy
? Interpersonal Skills
? Work Organization
? Adaptability
? Performance Management
? People Management
? Discipline Management
? Conflict Management
? Fiscal Management
? Process Improvement
? Business Process Knowledge
? Problem Solving
? Presentation Skills
? Business Acumen
? Facilitation Skills
? Analytical Skills

MANDATORY SKILLS:
? Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
? 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 industryBusiness Excellence Manager

ROLES & 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

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

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.

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

COMPETENCY REQUIREMENTS:

• Communication Skills
• Computer Literacy
• Interpersonal Skills
• Work Organization
• Adaptability
• Performance Management
• People Management
• Discipline Management
• Conflict Management
• Fiscal Management
• Process Improvement
• Business Process Knowledge
• Problem Solving
• Presentation Skills
• Business Acumen
• Facilitation Skills
• Analytical Skills

MANDATORY SKILLS:

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• 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

Quezon City, Bridgetowne GBF Center 1Philippines