Careers at Sagility

DUTIES & RESPONSIBILITIES:

Has overall responsibility of the Project Portfolio. Project Eden is a health insurance client with 8 major lines of business (LOB). Each LOB has its own client owner or stakeholder. Each LOB’s Performance metrics are independent of each other.

Oversight of all departments within Project Eden. This includes Operations, Training & Development, Quality & Process Improvement, Employee Relations, Compliance and Workforce Management.

Oversees the full scope of the Operations and to direct the staff in the areas of: Operations & Performance Management, People Management, Revenue Profit and Cost management, Training & Process Management, Leadership, Strategy and Organizational/Program Safety and Security.Associate Director, Operations

DUTIES & RESPONSIBILITIES:

Has overall responsibility of the Project Portfolio. Project Eden is a health insurance client with 8 major lines of business (LOB). Each LOB has its own client owner or stakeholder. Each LOB’s Performance metrics are independent of each other.

Oversight of all departments within Project Eden. This includes Operations, Training & Development, Quality & Process Improvement, Employee Relations, Compliance and Workforce Management.

Oversees the full scope of the Operations and to direct the staff in the areas of:  Operations & Performance Management, People Management, Revenue Profit and Cost management, Training & Process Management, Leadership, Strategy and Organizational/Program Safety and Security.

Operations & Performance Management

• Lead the execution of programs and strategies by coordinating efforts through all concerned operations and support groups.
• Manage all assigned accounts with a focus on achieving defined business goals and business objectives.
• Drive revenue through effective management strategies.
• Position the business for growth in new revenue generating capacities.
• Develop, define and maintain the budget and operating plan for the different accounts
• Facilitate meetings with higher management, peers, clients, groups of other departments or with subordinates.
• Develop, implements, and communicate long-term objectives of the program.
• Sets goals with the high-level management team, makes decisions and maintains a results orientation.
• Takes corrective actions whenever goals are not met.
• Ensures that department’s objectives are aligned with the organization’s objectives.
• Reviews performance activities to ensure that objectives are met.
• Conducts performance discussions with managers.
• Identifies strategic issues facing functional area or responsibility.
• Coordinates, negotiates and works with other groups within or outside of the organization to meet service level agreements, maximize the center’s ability to increase operating efficiencies and achieve organizational objectives.
• Provide complete analysis and appropriate recommendations to superiors aimed at resolving issues encountered at own level.
• Participates in the interviewing and hiring of call center managers.
• Aid call center heads to understand how to use tools that measure their unit’s performance.
• Conducts operations performance reviews with call center managers.
• Communicates operations’ performance statistics to MANCOM and other key stakeholders.
• Suggests changes and/or modifications to current programs processes necessary to meet customer needs and standards.

People Management

• Foster teamwork and collaboration.
• Manage employee engagement and retention.
• Motivate, develop and retain strong teams committed to organizational goals.
• Recognize and reward Customer Service Associates, Managers, Team Leads, Trainers, and Team performance.
• Identify growth opportunities for staff and encourage participation.

• Adept at championing change through building relationships with peers, business leaders, and vendors.
• Provide guidance and direction to staff including hiring, disciplinary action, staff development, goal formulation and performance review.
• Manages direct reports’ behavior and implements necessary reinforcement or disciplinary action.
• Prepare and implement development plan for managers.
• Motivates and disciplines call center managers for maximum productivity.
• Provides coaching and counseling as necessary.
• Delegate tasks and monitors execution; takes corrective action in cases where delegation fails.
• Assesses performance of the call centers’ managers.
• Implements the organization’s succession planning system.

Revenue, Profit & Cost Management

• Overall responsibility of managing the Eden Cost center.
• Demonstrates sound fiscal management in achieving profitability goals to EBITDA level.
• Strong operations management capabilities coupled with strong profit orientation- both top line and bottom line consciousness as well as a strong adherence to “cost – value”.
• Prepare Budgets at the start of every financial year to project sales, cost and profitability.
• Responsible in revenue delivery and cost targets.
• Identifies areas of opportunities to reduce overall cost while increasing efficiency across the program.
• Analyze the deviations from budget to the actual Financials and come up with action plans and remedial measures to augment negative variance.

Sales and Client Services

• Develop and maintain positive relationships with client through regular communication on an ongoing basis via – email, meetings, Conference calls and face-to-face meetings.

• Meets corporate clients’ needs and provides resolutions to problems.

• Act as a Primary point of Contact for all communication.
• Lead metrics reporting meetings, improvement plan discussions / and or requesting client support.
• Preparing for and participating in client visits to the center.
• Proactively partners with client to deliver cost effective, value add, and quality solutions.
• Responsible for the growth of the portfolio: Nurture existing relationship to generate additional business and acquire new relationships/business.
• Act as an ambassador for the promotion of the Philippines and Sagility as a location for the development of new service offering to prospective new businesses as well as for the expansion of existing portfolio/ businesses.

Training & Development

• Manages and partners with the Senior Manager for Training & Process in continually improving the delivery of client-provided program training, identify potential process improvement projects, performs trend analysis and develops projects/initiatives in line with business imperatives and goals.
• Partners with HR and other key corporate support organizations to ensure training and development needs support business objectives
• Assists the Senior Manager for Training & Process in the determination of the metrics, policies and standards for Training development and delivery across all lines of business. Partners with Human Resources (HR), external partners/vendors and corporate support teams to ensure that Sagility’s Training methodologies, tools, policies and standards meet or exceed the current standards being adopted across the industry.
• Partners with HR in the creation and delivery of leadership Training and development for support staff.

Quality Process Management

• Work closely with the Sr. Manager for Training and Process and Sr. Manager for Business Excellence in identifying and help execute training requirements as well as reviewing Quality performance related Projects of the Managers.

• Develop quality improvement strategy in accordance with Business goals and objectives.
• Identifies and approves Quality Process improvement projects.
• Provides Senior Management and project sponsor updates on project activities, benefits achieved and overall status against project plan.

• Coordinate and standardize the best practices across the program from internal practice as well as from outside the organization.

Leadership

• Ensures consistent and appropriate application of corporate policies.
• Champions and advocates position of the organization.
• Espouses and advocates the corporate culture through behavior modeling.
• Identifies the external and internal customers and define their requirements.

Strategic Role

• A strong contributor in supporting the senior management in developing operating strategy, overall profitability, implementing safety guidelines and safeguarding information security and ensuring process improvements for the business unit.

• Develop a strategic management program to include Risk Management philosophy.
• Integrate plans and objectives that align with overall corporate strategy.
• Participates in the design of systems and policies in accordance with customers’ needs and established standards.

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).
• Oversees all activities that are initiated by the Compliance Team to ensure that there will be sufficient internal controls in place to maintain compliance to local and international laws and standards

COMPETENCY REQUIREMENTS:

With Moderate Competency Level in ff.:

• Communication Skill (Spoken)
• Communication Skill (Written)
• Customer Service Orientation
• Computer Literacy
• Job Knowledge
• Sense of Urgency
• Passion for Excellence
• Working in Teams/Interpersonal Skills
• Work Organization
• Thriving in Change
• Facilitation Skills
• Coaching
• Performance Management
• Discipline Management
• Conflict Management

With Expert Competency Level in ff.:

• Strategic Capability
• People Management/ Team Orientation
• Drive for Results/ Execution
• Expertise/ Analytical Skills
• Product Knowledge
• Problem Solving
• Presentation Skills
• Process Improvement
• Fiscal Management
• Business Acumen
• Change Management
• Planning, Organizing, Controlling

OTHER REQUIREMENTS:

Reports to:  Associate Vice President of Operations

Supervises:

Senior/Operations Manager

Education and/or Experience: College degree in Management, Marketing, Psychology or Life Science. 5 years customer service experience, 2-year managerial experience.

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.

Certificates, Licenses, Registrations: n/a

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)

Quezon City, Bridgetowne ZetaPhilippines