Senior Manager - Business Excellence

About the Role

We are looking for an experienced and results-driven Senior Manager – Business Excellence to lead quality management, performance improvement, process excellence, and compliance initiatives for a healthcare-focused operations environment.

The role will be responsible for monitoring and evaluating customer and provider interactions across multiple channels, identifying opportunities for improvement, and providing actionable insights to enhance quality, customer satisfaction, and overall operational performance.

The successful candidate will work closely with business and cross-functional stakeholders, lead continuous improvement initiatives, develop team capabilities, and ensure adherence to internal quality standards and relevant regulatory requirements.

Key Responsibilities

Performance Management & Quality

• Define, monitor, and manage achievement of performance and quality objectives.
• Ensure compliance with established quality Service Level Agreements (SLAs).
• Manage and continuously improve quality systems, processes, and procedures.
• Plan and conduct internal Quality Assurance audits.
• Ensure adherence to established quality and process procedures.
• Coordinate quality issue evaluations and assist in developing and implementing corrective action plans.
• Monitor and follow up on identified quality issues to ensure timely resolution.
• Coordinate and facilitate client-initiated audits, inspections, and quality reviews.
• Act as the quality liaison between business stakeholders and internal teams to resolve quality concerns and ensure customer satisfaction.
• Provide guidance and support on quality-related issues and operational challenges.
• Lead investigations related to production, service, and quality issues.
• Build and maintain strong relationships with internal and external stakeholders.

People Management

• Lead and develop Business Excellence and Quality teams through coaching, mentoring, and performance management.
• Manage and resolve resistance to change by addressing conflicting views and opinions constructively.
• Conduct training, workshops, and knowledge-sharing sessions on Quality Tools, Kaizen, Lean, and continuous improvement methodologies.
• Partner with Business Excellence Managers and Quality Leads in addressing employee concerns and grievances.
• Develop team capabilities through coaching, guidance, motivation, and continuous feedback.
• Promote a culture of accountability, quality, and continuous improvement across the organization.

Process Improvement & Operational Excellence

• Drive continuous improvement initiatives across operations through cross-functional collaboration.
• Lead Lean Six Sigma and process improvement projects focused on improving quality, efficiency, capability, and overall business performance.
• Promote and foster a Lean Six Sigma and continuous improvement culture across the organization.
• Identify process gaps and opportunities for improvement across different functions.
• Lead transformation initiatives to improve process capability, efficiency, and maturity.
• Provide recommendations and insights to senior leadership regarding process improvement opportunities.
• Work closely with key stakeholders to implement sustainable process improvements.
• Identify opportunities to optimize costs and improve operational efficiency.

Quality Systems & Documentation

• Review and approve process and Quality Control documentation prior to release.
• Manage change controls and administer the Change Control System.
• Act as the quality approver for documents requiring Quality representative approval.
• Develop, maintain, and implement internal SOP and ISO compliance training.
• Coordinate training activities across departments.
• Maintain accurate training databases and ensure employee training records are updated.
• Ensure new employees receive appropriate SOP and job-specific training.
• Ensure quality records and controlled documents are properly maintained.
• Manage the proper storage, filing, and control of quality-related documentation.

Information Security & Compliance

• Support the implementation and continuous improvement of Quality Information Security Management System (QISMS) policies and procedures.
• Establish and maintain appropriate structures and procedures to protect confidential and classified information.
• Report information security incidents promptly to the appropriate stakeholders.
• Participate in QISMS and HIPAA-related training, orientation, and awareness programs.
• Ensure confidentiality, integrity, and availability of information critical to business operations.
• Ensure compliance with applicable local and international regulatory and legislative requirements.
• Maintain compliance with HIPAA requirements applicable to healthcare operations.

Qualifications

• Bachelor's degree in any four-year course or equivalent experience.
• At least 6 years of relevant experience in Quality, Business Excellence, Process Improvement, or Operations Excellence.
• Experience in a healthcare account or healthcare-related environment is highly preferred.
• Strong experience in Quality Assurance, Process Improvement, and Performance Management.
• Experience leading Lean Six Sigma, Kaizen, or other continuous improvement initiatives.
• Strong knowledge of quality management systems, process controls, and audit methodologies.
• Experience in people management, coaching, and team development.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent written and verbal communication skills.
• Knowledge of QISMS, information security, ISO standards, and HIPAA is an advantage.
• Strong ability to manage multiple priorities and work effectively in a fast-paced environment.

What We Offer

• Opportunity to lead Business Excellence and continuous improvement initiatives in a dynamic organization.
• Exposure to cross-functional and operational transformation projects.
• Career growth and leadership opportunities.
• Collaborative and fast-paced working environment.

Location: Bridgetowne, Quezon City, Philippines

The responsibilities and qualifications listed above describe the general nature and level of work expected for this position. They are not intended to be an exhaustive list of all duties, responsibilities, or skills required. Additional duties may be assigned as business needs arise.