Job Description
We are urgently hiring for Continuous Improvement Manager for our client in Quezon City
Salary up 00k
Set up is hybrid (2-3 times a week on site)
DUTIES & RESPONSIBILITIES:
Performance Management:
Drive Improvement projects/activities across the vertical
Redesign process to suit the improvement plan
Work closely with operations team to collect data and assess the current situation
Network with other experts to exchange learnings and good practices both internally and externally
Developing and executing key process excellence & digital transformational project roadmaps for aligned businesses
Interact with Clients for understanding Key Business Priorities and Opportunity
Identification
Provide Innovative leadership driving quality and performance
Direct the identification of gaps and improvement in the various processes
Ensure the use of problem solving and root cause analysis where necessary
Deploy Lean Six Sigma framework to improve Process performance
Lead VSM and Problem solving workouts with the aligned businesses
Monitor and Audit the deployed processes for effectiveness and efficiency
Responsible for generating business impact for the client using the CI methodologies and frameworks
People Management:
Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions.
Conducts Quality meetings. Expands training knowledge through seminars and keeping abreast of current quality issues.
Develops and trains analysts through coaching, providing work guidance and motivation.
Also includes counseling for disciplinary actions.
Communicates account overall process improvement performance to Business Heads.
Process Improvement:
Provides continuous improvement of processes and systems.
Conducts process improvement plan and quality communication with the client handled, operations and training management.
Technical:
Designs and implements reports to establish patterns and trends of quality issues as they may arise.
Able to provide quantifiable data to all quality judgments that are made.
Conducts Lean Six Sigma Trainings and Certification Programs
Others:
Perform tasks assigned by his/her immediate Head.
General Safety and Security
Protects the organizations assets by upholding the principles of the Quality Information
Security Management System (QISMS).
Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations 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:
With Moderate Competency Level in ff.:
Communication Skills (Spoken)
Communication Skills (Written)
Customer Service Orientation
Computer Literacy
Job Knowledge
Sense of Urgency
Passion for Excellence
Working in Teams/Interpersonal Skills
Work Organization
Drive for Results/Execution
Thriving in Change
Expertise/Analytical Skills
Product Knowledge
Typing Skills
Problem Solving
Training Needs Analysis
Process Improvement
Performance Management
Discipline Management
Change Management
Project Management
With Expert Competency Level in ff.:
Expertise/Analytical Skills
OTHER REQUIREMENTS:
Reports to:
Senior Business Excellence Manager
Supervises:
Continuous Improvement Lead and Analysts
Essential Qualifications:
Preferably any 4-yr College Degree and/or equivalent experience, 1-2 years call center
experience and call monitoring.
At least 5 year(s) of working experience in the related field is required for this position
Preferably Assistant Manager / Managers specializing in Quality & Process improvement
role or equivalent
Six Sigma Black Belt Certified preferred
Knowledge on Quality/Stat tools and Six Sigma Methodology
Experience in using Minitab, Text Analytics, Speech Analytics
Experience in Project Management
Proficiency in using MS Excel and PowerPoint required
Good presentation and facilitation skills
Good analytical and problem solving skills
Work environment:
The work environment is professional, office. Business casual attire.
Work at Home:
Ability to create and follow business plans
Time management skills
Be reliable and responsible
Organizational skills
Willingness to seek help and ask questions
Adaptability and Flexibility
Self-Motivated
Technically proficient
Ability to work independently
Proactive
Ability to work as part of a virtual team
Strong written and verbal communication skills
Reliable home office equipment and internet connectivity
Excellent problem solving skills
Ability to work with little supervision
Strong work ethic; Integrity
Physical demands:
May require weekend or evening work
