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Performance Management Director

Job Category:

BPO / KPO / Shared Services

Job Level:

Executive

Open Date:

14-Aug-2019

Location:

TAGUIG CITY

Close date:

13-Sep-2019

Client Industry:

SHARED SERVICES

Job Description and Qualification:

Position Summary  

The Performance Management Director is supporting Tenet’s strategic goals and improving Tenet’s business performance by leading performance management activities for the transactions processed by the GBC in partnership with the Head of the GBC and US Workstream Leads for each functional area. Key activities include continuous improvements including process improvements and GBC service expansion and customer service strategy, management, evaluation, and reporting for US business unit served by the GBC. Reports to the Head of the GBC and TBD as the ranking performance management executive, assists and advises senior management on performance management issues, and coordinates implementation through performance management staff. 


Responsibilities and Duties

  • Create a GBC-wide strategy for the performance management function in partnership with the Head of the GBC and US Workstream Leads
  • Create and implement strategies for managing the quality/compliance of services provided to US business units by the GBC and the process improvements initiatives. Supervise and enhance the strategies, plans, and policies supporting the performance management function
  • Define and oversee all performance management activities and determine authority/responsibility of performance management department and line management within those processes. Activities include:
    • Establish service levels agreements with US business unit customers. Defining a plan that removes US business unit customer obstacles by gathering operational insight and competitive insight. Develop US business unit customer segmentation. Define rules for US business unit customer service
    • Increase functional scope/work performed of the GBC along with improving the skills of the GBC resources
    • Plan and manage US business unit customer service contacts. Ensures that request/inquiries and complaints are valid and are processed quickly including determining responsibility
    • Examine activities to ensure high levels of customer service and performance. Calculating and assessing the operational activities including reporting to US business units. Evaluation is achieved through the customer requests/inquiries handling process, the customer complaint handling process, and services quality
    • Manage organizational attributes that are closely associated with the quality of output. Determine the quality requirements. Evaluate the correspondence between the quality performance and requirements. Manage non-conformance activities
    • Evaluate leading practices and benchmarks in quality assurance
    • Challenge, suggest and initiate process improvement projects contributing relevant expertise so that administrative procedures meet changing customer requirements. Provide foundation for common process and scalability. Consider new technologies and process optimization tools
    • Establishing and administering governance for management of the processes with Work stream Leads. Outline and manage the frameworks for management of the processes. Define the business processes. Administer the performance of the processes. Enhance the business processes
    • Creating and administering the capability of the organization's knowledge management function. Develop a strategy for knowledge management
  • Develop and drive organizational effectiveness and support the GBC on all major initiatives
  • Manage, lead, and direct the entire performance management department including creating and administering budget for the entire performance management function

Functional Area Outcomes and Expectations

·         Ensure strategic goals and projects are implemented efficiently to meet Tenet’s strategic goals and objectives

·         Establish and foster a strategic vision to ensure the GBC is viewed as a valued partner and appropriately involved in business decisions

·         Create positive relationship among key stakeholders

·         Ensure that the GBC is in compliance with Tenet-specific and healthcare regulatory requirements

·         Manage the performance management function cost effectively and efficiently

Knowledge, Skills, and Abilities

·         Experience managing teams in a shared service center environment, with proven experience in training, coaching, and developing key resources

·         Demonstrated ability to manage stakeholder relationships across diverse geographies/locations and business units

·         Fundamental knowledge of performance management practices and procedures and healthcare regulatory requirements

·         Must have excellent communications, team working, leadership, and change orientation skills

·         Willingness to travel

Required and Preferred Qualifications

Required Experience: Have 5+ years of experience gained through increasingly responsible management positions within performance management

Preferred Experience: Have 5+ years of experience gained through increasingly responsible management positions within performance management. Experience working in a shared service organization serving US business units

Required Education: Bachelor's Degree

Preferred Education: Master's Degree, Six Sigma certification


Salary:

PHP 1M – 1.9M