DUTIES & RESPONSIBILITIES:

Process Improvement

• Understand business strategy
• Utilize and be familiar with current system functions, applications, and enhancements
• Provides regular reports on engagement performance with highlights and lowlights.
• Conduct a regular review of engagement performance and provide root cause analysis on pain areas
• Leads/participates in Continual Improvement Projects for Service Delivery, Automation and Transformation to address metric-related opportunities or provide value add to customers.

People Management:

• Oversees the performance of BE Analysts for all sites of the account
• Ensures efficiency in delivering performance expectations of the BE Analysts
• Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions
• Conducts regular meetings and/or coaching sessions with team members providing work advise and motivation.
• Expands personal and team knowledge through training or seminars.
• Manages administrative responsibilities for the BE Team such as Discipline Management, Performance Management, Scorecard Maintenance, HR-related requirements etc.
• Creates developmental plans to aid in career progression of the BE Analysts

Project Management

• Assists in scoping projects during project initiation
• Provides assistance in execution of projects
• Monitors and controls projects implemented
• Measures impact of projects implemented.
• Coordinate with stakeholders for manpower requests and other logistics
• Conduct toll gate reviews with all groups involved in the projects (Managers, Leaders, SMEs, Associates, etc.)
• Present output to the clients and internal stakeholders

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.
• Remain compliant with 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 Moderate Competency Level in ff.:

Communication Skills (Spoken) Communication Skills (Written) Customer Service Orientation Passion for Excellence Working in Teams/Interpersonal Skills Product Knowledge Work Organization People Management/Team Orientation Drive for Results/Execution Thriving in Change Presentation and Facilitation Skills Training Needs Analysis Coaching Performance Management Discipline Management Change Management

With Expert Competency Level in ff.:

Problem Solving Process Improvement Computer Literacy (MS Office Applications ? Excel and PowerPoint) Sense of Urgency Expertise/Analytical Skills Planning and Organizing

OTHER REQUIREMENTS:

Reports to:  Associate Business Excellence Manager / Business Excellence Manager

Education and/or Experience:

Two years of College Education with 6 months call center experience.

Work environment (B&M):

• The work environment consists of a professional office workplace.
• Business attire may be required at times.

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)

Physical demands:

Operations is in the evening

May require work during weekends and holidays

Others:

• Must be reliable at all times.
• Self-motivated and can work with minimal supervision.
• Adherence to schedule provided.
• Attentive to details
• Creative in presenting data
• Fast learner
• 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. Example: 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.