About DME Serve:
We are DME, a healthcare BPO leader delivering customized, HIPAA-compliant workforce solutions that enhance productivity and customer experiences. Driven by our core values, we help companies across industries understand customer needs and develop innovative solutions. Our mission is to enhance our clients brand value through positive customer experiences while achieving strategic business goals.
At DME Service Solutions, diversity, equity, and inclusion are more than wordsthey define who we are. Our commitment to these values is unwavering, and our agents are dedicated to serving communities from all backgrounds. Innovation and integrity are at the heart of our business philosophy. Our employees enjoy a world-class experience and benefits, which they extend to their service for our clients and their customers. We are dedicated to supporting the healthcare industry, partnering with biotech companies, medical device manufacturers, and medical supply distributors. If you believe in business as a force for good and in companies doing well while doing good, you've come to the right place.
Job Description:
The performance manager will help lead and sponsor projects for process and performance improvement. The primary role is work with different leaders and stakeholder to identify pain points in their respective programs and drive actions that will provide transformation to their business.
Functional Description:
Drive data-driven decision making and action planning. Use different methodologies to get insights to establish problem statements and create goals with a solid action registry. Project charters to be made with solid action items and a reasonable timeline. Manage stakeholders to secure their cooperation/contribution. Present progress and output via different measures of success.
Job Duties and Responsibilities:
- Identify process and execution opportunities of the different business functions, especially those with a direct impact to operations.
- Gather and analyze data both quantitative and qualitative to qualify the challenges and sort information accordingly to understand the size of each problem and establish a plan for determine the root cause. Practice of the 5S to organize data and documents.
- Analyze data based on spread, cohorts, correlations, trends and other relevant principles. Use planning, organizing and prioritizing techniques to prepare recommendations.
- Identify inefficiencies and execution challenges including competency opportunities.
- Recommend short term and long term solutions with success measures (lead and lag).
- Initiate sponsorship of projects that will empower people leaders to process improve.
- Lead big ticket projects from charter and WBS creation to follow through until completion and evaluation points. Handover successful projects but establish periodic reviews.
- Create and enforce guidelines for consistency in execution i.e. compliance and quality mechanisms.
- Track and evaluate the performance of the different teams using key performance indicators (KPIs) and all other measures established.
- Share best practices and provide mentoring to core stakeholders that require guidance.
- Present progress information and output/ results to the different working groups and possibly external partners
OTHERS
- Complete any special projects or tasks that are assigned by your leader in line with process and performance improvement as well as people development.
Judgement/ Decision Making Behavior
- Use all available data but work with leaders to back track as necessary or produce new data sets.
- Use all applicable analytical methodologies.
- Consider cultural needs (people needs) and current level of competencies
- Consult with your manager and other leaders as much as possible. The better the representation, the more balanced the decisions will be.
Job Required Qualification:
- Thorough understanding project management, performance improvement and people development.
- Operations experience and a solid business acumen.
- Excellent verbal and written communication skills with strong presentation abilities.
- Vast understanding of training, quality and technology aspects of the business
- Ability to use different tools and platforms for project management and process improvement.
- Extremely organized and detail oriented.
- Knowledge and experience with data-driven action planning (analysis and creative thinking)
- Proven experience in managing people and a business
Preferred Qualifications:
- Working knowledge of DMAIC , ADDIE and/or Six Sigma methodologies
- Working knowledge of Swim Lanes (Lucid/ Vizio) and other mapping tools
- Advanced knowledge in MS applications including excel, PPT and SP utilization
- 3+ years of customer service experience, healthcare experience is a plus
- 3+ years of leadership / management experience, in operations, or OPS excellence preferred
- Outstanding interpersonal, verbal, and written communications skills required.
- Must be flexible and able to work in a fast-paced, heavy volume work environment.
- Able to demonstrate computer knowledge, multi-tasking, and time management skills.
Language Skills
Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Salary Budget:
Php75,000.00 to Php80,000
