Continuous Improvement Associate Manager is responsible for developing, implementing, and overseeing strategies aimed at improving processes and systems. This role is accountable to execute process improvement projects using Six Sigma and Lean methodologies analyzing current operations process, identifying inefficiencies, and spearheading initiatives that lead to increased productivity, quality, financials, and overall performance, drive process enhancements, reduce variation and eliminate process inefficiencies ensuring alignment with customer experience goals and client expectations.

KEY RESPONSIBILITIES:

• Process Analysis and Mapping
  • Mapping the as-is process through the use of various tools such as Value Stream Mapping or Workflow Diagrams to pinpoint bottlenecks, redundancies, and areas for improvement
  • Design project plans and functional design documents. Simulate potential benefits and metric improvement. Drives projects monitoring
  • Build business transformation case studies for best practice replication
• Data Analysis
  • Utilizing data analytics and performance metrics, this role is responsible to assess the effectiveness of current operational practices, helping to make informed decisions about necessary changes
  • Facilitate end to end analysis from data collection, sanitization, organizing of data, presentation and storyboarding. Simplifies complexity by breaking down issues into manageable parts
• Implementation of Improvement Initiatives
  • Responsible for identifying business problem areas. Once inefficiencies are identified, this role is responsible to develop and propose improvement initiatives. This may include adopting Lean methodologies, Six Sigma practices, or other frameworks to streamline processes
• Training and Development
  • Educating staff at all levels about quality improvement strategies is paramount. This role is responsible to lead training sessions, workshops, and coaching programs to instill a culture of continuous improvement throughout the organization
• Change Management
  • Implementing changes can often meet with resistance. This role is responsible in change management, ensuring that transitions are smooth and stakeholders are engaged
• Monitoring and Reporting
  • After implementing improvements, this role is responsible to monitor the results, adjusting initiatives as necessary to ensure sustained benefits. This role is responsible to provide regular reports to senior management on the progress and outcomes of improvement projects
• Cross-Departmental Collaboration
  • Effective continuous improvement requires collaboration across various functional areas. CIMs work closely with different departments, ensuring that initiatives align with organizational goals and addressing inter-departmental challenges. Collaborate with cross functional teams across Operations, Training, Workforce & Business Excellence - Quality
  • Collaborate with cross functional teams across Operations, Training, Workforce & Business Excellence - Quality

BUSINESS EXCELLENCE FUNCTION (OPERATIONAL EXCELLENCE)

• Facilitation of Basics of Operational Quality class (BOQ)
• Contribute to AIM (All Ideas Matter)    
• Lead SPARK engagement (Sharing Practices and Replication of Knowledge)

QUALIFICATIONS

• Must have at least 2 years? experience as Process Improvement Coach in Healthcare
• Must have strong customer service orientation
• Must have good analytical and problem-solving skills
• Must possess high self-motivation, multi-tasking abilities, be capable of managing tasks independently and process high volumes of work within structured timelines
• Must have good oral and written communication and interpersonal skills
• Proficiency in using MS Office applications such as Excel, PowerPoint and BPM Tools
• Preferably with strong healthcare background
• Has no disciplinary actions higher than a First Written Warning within the past 6 months
• Must be willing to work in night shift schedule

ESSENTIAL SKILLS

• Analytical and problem-solving skills    
• Present data and articulate self well    
• Consistently demonstrate sound judgment    
• 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    
• BPO experience is an advantage    

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