Skip to content

Performance Management Manager

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Position Summary 

The Performance Management Manager is responsible for the continuous improvements including process improvements, service expansion,customer service strategy, management, evaluation, and reporting for US business unit served by the Global Business Center (GBC).

  • 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.
  • Define and oversee all performance management activities and determine authority/responsibility of performance management department and line management within those processes.
  • Establish service levels agreements with US business unit customers.
  • Plan and manage US business unit customer service contacts.
  • 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
  • Challenge, suggest and initiate process improvement projects contributing relevant expertise so that administrative procedures meet changing customer requirements.
  • 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.
  • Manage, lead, and direct the entire performance management department including creating and administering budget for the entire performance management function
Required Experience:
  • At least 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
  • Experience managing teams in a shared service center environment, with proven experience in training, coaching, and developing key resources
  • 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