Business Transformation Sr. Director (450k monthly)

Job description

Role Title: Senior Director - Business Transformation

Hybrid set up; Mid or GY shift

• Salary budget: up to 400k base pay; Additional allowance: 23k
• Guaranteed bonus: 13th and 14th month pay
• HMO coverage on day 01 (300K MBL regular suite / clinic based, with 2 free dependents)
• Leave credits: 15days VL, 15days SL eligible upon regularization
• Retirement benefit

KEY QUALIFICATIONS:

• Open to Assoc. Director, Directors, Consultant level
• with 8-10 years' experience business transformation leadership role (preferably in the BPO industry)
• Data science certification preferred with knowledge of AI/ML
• Any CCAS certification is preferred, AWS, Azure or GCP
• Trained or Certified Analytics practitioner in any NICE, VERINT, NEXIDIA, CLARABRIDGE, IBM platform
• Excellent Presentation skills including administering employee training sessions and hosting customer quality auditors
• Open to work in night shifts to support US functions

KEY RESPONSIBILITIES:

Technical & Strategic:

• Knowledge of Generative AI and its applicability in driving customer value and positive business outcomes
• Experience in CCAS solutions implementation and its features and functionalities
• Extensive working knowledge of RPA solution & preferably certified in any of the following platforms, AA, UIPath or Blueprism
• Digital transformation knowledge on Contact center, clinical/UM & back office processes
• Created data visualizations to help business users understand complex data sets and make better business decisions, Power BI, Tableau
• Implemented innovative solutions such as AI/ML tech led solutions to solve complex problems facing businesses today and tomorrow
• Reduced time spent on administrative tasks by automating processes using workflow software, RPA and any other technology solution
• Developed and implemented a comprehensive digital transformation roadmap that included strategic initiatives across all areas of the organization
• Managed cross-functional teams responsible for delivering projects within aggressive timelines while ensuring quality and compliance with regulatory requirements
• Solution development experience using Python, .net/C# Programming languages to address
• business challenges
• Through working knowledge of analytics framework and solutions in customer service and
• backoffice businessAble to conduct analytics & tech led transformational POCs (Proof-of-concept) for US
• healthcare LOBs Payer or provider
• Able to analyze structure around unstructured data generated from different engagement channels (phone calls, chats, emails, survey, social media) using NLP/NLU & Gen AI solutions
• Leverage Tech led solution to enhance customer experience, improve Net promoter score, and drive operational efficiencies, AHT reduction
• Identify transformational opportunities for Project management, Business Process Reengineering & Business Analytics
• Explore industry best practices in data analysis and apply them in Operational use.

Team Management:

• To drive technology led solution culture in the process & make quality as a way of life
• Coordinate with the senior management team members to drive change and improvements
• Reward & recognize the excellent performers in the team
• Review team performance & Motivate team members and ensure minimal attrition
• Contribute towards overall team development by regular updates to the team on any
• technology solutions, etc.

General Safety & 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

Job Types: Full-time, Permanent

Salary: Php400,000.00 - Php450,000.00 per month

Schedule:

• 8 hour shift
• Evening shift

Supplemental pay types:

• 13th month salary
• Performance bonus

Ability to Commute:

• Quezon City (Required)

Ability to Relocate:

• Quezon City: Relocate before starting work (Required)

Expected Start Date: 04/01/2024