Quality Improvement Head
To lead and optimize a high-performing team dedicated to enhancing client service excellence and driving business strategy implementation. The role focuses on managing core functions, fostering process improvements, and developing team capabilities to consistently meet and exceed service standards. This position is responsible for:
Manage the team's delivery of its core functions and ensure that its outcomes contribute to the defined client service metrics and business strategies.
Enable and empower the business units to deliver, exceed, and even upgrade the service standards through process, learning, and quality management.
Build process and people capabilities with the business units so they can sustain, exceed, and even upgrade their service standards.
Simplify, redesign, and reengineer processes with clients as top of mind.
Help develop people's skills to adopt in the evolving needs of the clients and of the business.
Establish a tracking mechanism such as dashboards or scorecards to ensure that the service standards are met by the business units.
Identify opportunities to resolve any deviation from the standards and track solutions to findings to prevent recurrence.
Manage business reports and data analytics that are key in achieving business as usual and strategic metrics.
Qualifications:
Has management experience in the different areas of Insurance Operations
Has proven knowledge of insurance products, channels, and customer behaviors
Has exercised strong leadership and collaborative roles whether directly in his own team, or indirectly in project teams or cross-functional workstreams
Has at least 5 years of experience performing project lead roles where Lean Six Sigma and/ or Agile Methodology is highly adopted.
Preferred skills:
Knowledge of insurance products, channel, and customer behaviors
Expertise in Insurance Operations
Lean Six Sigma/ Agile Methodology
Data Analytics and Insighting
Learning Management
Quality Management
Simplify, redesign, and reengineer processes with clients as top of mind.
Work Setup:
Shift: Dayshift
Setup: Hybrid
Location: Taguig
By Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.
