Manage - Continuous Improvement
- Hinduja Global
- 7 to 12 Yrs
- Bengaluru
- 5 years ago
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Job Description
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1. Primary responsibilities (pl. provide a detailed description):
a. Customer related:
Keep abreast with the process of claims processing in the healthcare industry
Have thorough knowledge of the job
Have a good understanding of the performance SLAs and meet the SLAs
Understand all binding laws and regulations related to the project
Developing in-depth knowledge base among the team members relating to domain and process
b. Financials related:
- Responsible for driving quality improvement initiatives, among the teams aligned to them, to ensure avoidance of penalty
- Identify opportunities for OpEx to be implemented to derive tangible benefit for the organization
- Keep a track of GB and BB Project, also project schedule adherence
- Keep a track of Lean, WB, YB, GB and BB Project and monitor the adherence to the project timeline
- Collaborate with other BU s / Peer experts / Global teams to maximize benefit realization
- Plan & forecast resources for optimal utilization of manpower.
c. People related:
Good communication skills, inter personal skills and excellent team handling skills
- Provide feedback on error, submit progress reports of the processors to reporting manager
- Conduct individual performance reviews and propose the required action plan
- Derive Action plans based on teams error trends and help in effective implementation
Strong communication skills with all levels of the organization, emphasis on oral presentation skills, exceptional classroom training techniques, facilitation, coaching and feedback
- Ability to challenge current state and motivated to improve the business.
d. Process related:
Metrics Management
Facilitate continuous improvement projects in the organization & track impact
Facilitate all six sigma & lean projects in the organization
Facilitate benchmarking exercise
Drive continuous improvement projects (Lean, Six Sigma, Automation) track
impact to ensure Cost saving commitments meets as per BU guidelines
Facilitate the requirements for the awards etc
Build Lean Six Sigma DNA for BU
Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc & certifications
Coordinate with all the departments for the projects
To drive quality culture in the team & make quality as a way of life,
Conducting Opportunity Identification and prioritization workshops
Data Analysis
Identify & escalate issues/findings to the project leadership
Provide support/coaching /mentoring to project lead or BU on data analysis
and data interpretations
Presenting data, sharing analysis and getting concurrence from stakeholders
on actions (for assigned BU/processes)
Value addition
Effective running of the projects and recommending any process or other
enhancements
Identify & facilitate continuous operational improvement opportunities
Identifying the high impact projects over and above client /BU expectations
Creating or deploying additional CI ,Business Intelligence tools and deployment
Reviews
Review controls set for any projects
Review controls set for any projects and Timely monitoring of Project Tollgates
as per agreed timelines
Conduct timely performance reviews as per HR guidelines
Self-Improvement
Build on competencies for the next level or another thread of the process
Proactively approach to enroll self in trainings identified based on
discussions and self evaluation/interests
Have an in-depth understanding of all the quality tools, six sigma, kaizens etc
- Plan & forecast resources for optimal utilization of manpower.
- Manager in crisis management and administrative work and timely escalation of issues.
- Assisting training/refresher requirements for processing teams based on the error trends of individual teams
- Coordinating with the client on projects/programs related issues and updates.
- Effective participation in Con. Calls pertaining to Subject and process improvements.
- Identifying and effective implementation of action plans on error reduction.
- Addressing the technical queries raised by the team.
- Identify key people and build good leaders and motivating team members.
- Interacting with management, and put forth queries/concerns of the team.
- Identify and organize training programs
- Conducting team reviews, submitting progress reports of the team to the manager and conducting appraisals.
- Recommending benefits, bonus, incentives and promotions for the team to the Sr. Manager.
- Conducting regular team meetings, one on one coaching and feedback.
- Conduct periodic SWOT analysis and update the report to management.
- Meeting internal process metrics (GIS, PI, HL, and Appraisal etc.).
- Meeting attrition goals for their respective process.
- Supporting the management team on business development.
- Sharing management views with the team.
2. Secondary responsibilities (if any):
a. Customer related
b. Financial related
c. People related:
Ability to work with a diverse population
Ensure the process follows strict adherence to the process workflow and apt behavior is observed
- Ensure good leaders are developed
Final point of Escalation of issues/concerns with the support groups i.e., HR, Admin, TSG, QAG and Finance
Handling disciplinary issues and administrative issues of the project
d. Process related:
- Put forth queries/concerns of the BUH and address accordingly
Counseling of team members on improving Quality & productivity
Reviewing continuous quality improvements processes
Knowledge/Skills/Attitude/ Domain expertise (required to play this role)
Knowledge:
Knowledge in the healthcare industry will be preferred
Team leadership skills (mandatory) including managing existing teams and growing new teams.
Knowledge of Basis QC Tool, six sigma concepts of DMAIC (and all tools included therein)
Experience of having done BPMS or trained on BPMS (Business Process Management System)
Usage of Statistical tool like Minitab
Attitude:
Have a positive attitude
Flexibility and ability to assimilate new knowledge and standards quickly
Courage to make difficult decisions and/or recommendations
Domain expertise, if any:
Any healthcare BPO industry (Optional )
Required Qualifications/ Experience/ Certifications
Educational qualifications:
High school +2+3
Experience (years):
3+ years (healthcare industry knowledge preferred)
Min ~ 4 to 8 years experience in a Lean/Six Sigma role
Certifications (Technical / Non-technical), if any:
Must be Certified Lean Six Sigma Black belt
Exposure to Rpa would be an added advantage
Internal Customers, if any
Immediate reporting manager
Employees reporting into the role of Sr. Manager
Internal support functions Viz, HR, Admin, TSG.
All vendors associated with the organization.
External Customers, if any
The client
Employement Category:
Employement Type: Full timeIndustry: Medical / Healthcare
Role Category: Quality (QA-QC)
Functional Area: Not Applicable
Role/Responsibilies: Manage - Continuous Improvement
Contact Details:
Company: Hinduja GlobalLocation(s): Bengaluru
Hinduja Global
A part of the multi-billion dollar conglomerate Hinduja Group, HGS is a global leader in business process management (BPM) and optimising the customer experience lifecycle. We are committed to our mission of enabling our clients to become more competitive every day. Our expertise lies in combining t...
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