Careers At HGS

Business Excellence Director_Healthcare

Job Code : HGS/53
Quezon City

Job Description

Role or Position: Director / Senior Director

Division/Department/Section: Business Excellence


Technical & Strategic

·         Able to conduct analytics POCs (Proof-of-concept) for various domains

·         Able to analyze structure around unstructured data (phone calls, chats, emails, survey, social media

·         Deliver quantifiable, actionable insight to clients using text, speech and data analytics

·         Perform analytical activities to enhance customer experience, improve Net promoter score, and drive operational efficiencies

·         Identify opportunities for Project management, Business Process Reengineering & Business Analytics

·         Utilize quality tools to provide a comprehensive analysis of the quality metrics at an account level

·         Utilize advance analytics tools for data, text & speech to carry out improvement projects

·         Explore industry best practices in data analysis and apply in Operational use

·         Gather project requirement and perform GAP analysis

·         Designing project plans and functional design documents for Advanced analytics

·         Identify opportunities to enable other functions achieve strategic goals through business excellence

·         Build a culture of thought leadership and critical thinking across the BE & Operations

·         Manage Business Transformation and Process Re- engineering activities

·         Able to run Speech and text analytic engine driving analytics practice team

·         Train and mentor teams on thought leadership and strategic skills

·         Facilitate change management, performance evaluation & facilitating diverse learning

·         Conduct workshops for leadership to identify Innovation opportunities & high impact projects

Team Management:

·         Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.

·         Coordinate with the senior management team members to drive change and improvement

·         Reward & recognize the excellent performers in the team

·         Review team performance

·         To drive quality culture in the process & make quality as a way of life

·         Contribute towards overall team development by regular updates to the team on any new quality tools etc.

·         Motivate team members and ensure minimal attrition

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



With Basic Competency Level in ff.:

·         Communication Skills (Spoken)

·         Communication Skills (Written)

·         Customer Service Orientation

With Moderate Competency Level in ff.:

·         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


·         Trained or Certified Analytics practitioner in any NICE, VERINT, NEXIDIA, CLARABRIDGE, IBM platform

·         Candidate must possess at least a Bachelor''''''''''''''''s/College Degree, any field

·         Computer skills: MS Excel, MS Word, Microsoft Access, MS PowerPoint, Minitab

·         Presentation skills including administering employee training sessions and hosting customer quality auditors

·         Proficiency in MS Office

·         8-10 years'''''''''''''''' experience in the area of process improvement, preferably in the BPO industry

·         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.

·         Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA


Reports to: Director to Senior Director / AVP Senior Director to AVP

Supervises: Associate Managers / Managers / Senior Managers

Education and/or Experience: Preferably any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience and call monitoring

Work environment: The work environment is professional, office. Business casual attire

Physical demands: May require weekend or evening work 

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