Senior Business Process Improvement Manager

Senior Business Process Improvement Manager

At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone, through social media, and in-person. And from acquisition and sales to customer care and support, Alorica provides a host of world class services, including logistics and fulfillment. We’re proud to passionately serve clients as diverse as we are — automotive, financial services, healthcare, retail and tech companies, many in the Fortune 1000. We call the OC home, headquartered in Irvine, CA, with more than 100,000 employees in 100 locations across the globe. Intrigued? Join us.

What you will do

• Facilitate the alignment of project initiatives with client’s strategic roadmaps, ensuring that all activities support overarching business objectives for a healthcare client.
• Lead and manage transformational growth initiatives, integrating analytics, knowledge management, process automation, agent assistance, and training automation.
• Conduct comprehensive business analysis to identify process inefficiencies, operational challenges, and areas for improvement.
• Collaborate directly with Data Analysts to translate data insights into actionable business strategies and process improvements.
• Drive the adoption and implementation of strategic recommendations, working closely with all stakeholders to ensure seamless execution and measurable outcomes.
• The TPM will work closely with Data Analysts to define data requirements, interpret findings, and translate them into actionable business insights and strategies.
• They will ensure that data analysis activities are aligned with the strategic objectives of the transformation projects and the overall business goals.
• Regular meetings and workshops will be conducted to review data findings, discuss implications, and plan subsequent actions, ensuring a cohesive approach to data-driven decision-making.

What you need to bring

• You are experienced in business and operating model evaluation and design, with a track record of successfully architecting business transformations and delivering quantifiable value in the healthcare industry
• You are a 360 thinker, a lifelong learner and constantly assimilate information
• You have experience in business process services / consulting
• You have excellent analytical, presentation & communication skills
• Ability to independently develop solutions for complex business functions
• You understand how talent, culture, process, products and platforms, and data and analytics come together to drive competitive advantages and value for the employee and customer
• You understand the importance of building sustainable frameworks and are passionate about how to rapidly identify and scale what works
• You are a servant leader and team player who listens and is able to build trusting and collaborative relationships with stakeholders and teammates
• You make data-based decision making a core way of working, you are able to constructively debate ideas, and constantly push for the best outcomes
• You draw energy from understanding and breaking complex challenges into manageable phases; you are resilient by nature and comfortable with ambiguity
• You have the know-how of platform-based delivery models, improvement opportunities, and outstanding platform solutions
• Experience in running high impact Automation/Analytics projects from end to end is desirable
• Past experience in Six Sigma, Lean is desirable

Education & Experience

• 5+ years experience in business or digital transformation, technology or business consulting, or other relevant experience in the Healthcare industry

Expert Global Solutions, Inc. (EGS) is a world-class, comprehensive Business Process Outsourcing (BPO) entity in global management and outsourcing services. EGS has one of the most comprehensive, unique, and compelling BPO offerings in the marketplace. Our clients have the benefit of a fully scaled and global partner serving all aspects of the Customer Relationship Management (CRM) and Accounts Receivable Management (ARM) industry.

Centralized and Scaled Global Partner

Expert Global Solutions is the holding company and manages both APAC and NCO brands in the market, addressing the needs of its customers as a fully scaled and global partner serving all aspects of the CRM and ARM customer lifecycle. EGS offers clients the unique complement of scale and a customized CRM and ARM service delivery platform.

A Firm with Strong Support

Expert Global Solutions is owned by One Equity Partners, the private investment arm of JPMorgan Chase & Co. Established in 2001 and managing $10 billion of investments and commitments for JPMorgan Chase & Co., One Equity Partners makes private investments behind compelling business ideas and strong management teams.

Complete Lifecycle Solution Support

Verticals | Cable, Telecom, Utilities, Retail, Government, Healthcare, Education, Financial, Technology, Insurance, Trans/Logistics, Pharmaceuticals, Travel & Hospitality, Commercial

Service/Support | Technical Support, Tier 1-4 Helpdesk, Customer Inquiries, Account Change/Updates, Billing Information, Loyalty Programs, Warranty Support, Internet Support,

Hardware/ Software Support

Resolution | First/Third Party Receivables, Financial Care, Pre/Post Charge-O, Early Fraud,

Credit Activation, Property Recovery, Skip Tracing, Attorney Services

Expert Global Solutions, Inc. (EGS) is a world-class, comprehensive Business Process Outsourcing (BPO) entity in global management and outsourcing services. EGS has one of the most comprehensive, unique, and compelling BPO offerings in the marketplace. Our clients have the benefit of a fully scaled and global partner serving all aspects of the Customer Relationship Management (CRM) and Accounts Receivable Management (ARM) industry.

Centralized and Scaled Global Partner

Expert Global Solutions is the holding company and manages both APAC and NCO brands in the market, addressing the needs of its customers as a fully scaled and global partner serving all aspects of the CRM and ARM customer lifecycle. EGS offers clients the unique complement of scale and a customized CRM and ARM service delivery platform.

A Firm with Strong Support

Expert Global Solutions is owned by One Equity Partners, the private investment arm of JPMorgan Chase & Co. Established in 2001 and managing $10 billion of investments and commitments for JPMorgan Chase & Co., One Equity Partners makes private investments behind compelling business ideas and strong management teams.

Complete Lifecycle Solution Support

Verticals | Cable, Telecom, Utilities, Retail, Government, Healthcare, Education, Financial, Technology, Insurance, Trans/Logistics, Pharmaceuticals, Travel & Hospitality, Commercial

Service/Support | Technical Support, Tier 1-4 Helpdesk, Customer Inquiries, Account Change/Updates, Billing Information, Loyalty Programs, Warranty Support, Internet Support,

Hardware/ Software Support

Resolution | First/Third Party Receivables, Financial Care, Pre/Post Charge-O, Early Fraud,

Credit Activation, Property Recovery, Skip Tracing, Attorney Services

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Perks and benefits

Medical

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