Support senior management in planning, managing and implementing the operation?s strategies.
Responsible for improving the quality of operation outputs and efficient service platform on process and systems prospective.
Building the quality assurance house for all operation service platforms (Production / Billing & Collection / Customer Care ? etc).
Support PMO team as focal point for all issues related to operation?s objectives in any project?s scope.??
Assure all processes met the standard TAT and quality operation KPIs.
Take the corrective actions and reporting for all gaps areas in operation workflows and processes notes.
Continue processes improvement and maintaining the standard outputs for each process.?
Liaise with Operations Heads under COO for control function subjects (compliance / risks / auditing / Data Privacy topics / Legal) under COO scope.
Designs and implements changes to processes that improve results and reduce cost and eliminate waste.
Coordinates with a variety of business units to develop, test, and refine business processes / practices.
Leverages data to drive continuous improvement in areas such as productivity, quality, customer service, and sales.
Responsible for preparation, execution and aftercare of Improvement Projects within the assigned work area.
Working closely with the business unit managers define improvement plans and objectives that align to the corporate strategy ? the Operational Excellence Roadmap.
Measure progress and targeting of results from improvement projects against the Operational Excellence Roadmap.
Coaching of change agents and management to ensure the maximum positive impact of the project for the Mitie stakeholders.
Deliver proactive and effective communication related to improvement initiatives.
Mobilize commitment for change and enable the continuous sustainment of change initiatives.
Support Departmental statistical data analysis. This includes providing meaningful statistics that describe the day to day operations of the unit, identify strengths and opportunities for clinical outcomes improvement
When assigned, completes special projects and performs other related duties according to agreed upon goals and parameters.
Utilize Lean Six Sigma tools in quality improvement projects.
Defining the strategy and mechanisms to measure success of strategy for your domain.
Develop and implement scalable closed loop internal and external engagement mechanisms to enable team strategy.
Work across peer teams and stakeholders to drive data driven process improvements to achieve resiliency, efficiency and scale for the issue support function.
Responsible to assess team?s performance towards organizational goals and communicate progress and action plans to leadership and top management.
Conduct deep dive analysis on issues affecting risk operations performance and provide perspective as an input into product development and process improvement for partner teams.
Monitor and Provide metrics inputs to various reporting decks; communicate key performance indicators and process toward efficiency and effectiveness goals.
Lead employees using a?performance management?and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
Lead employees to meet the organizations expectations for productivity, quality, continuous improvement, and goal accomplishment.
Provide?effective performance feedback through employee recognition, rewards, and?disciplinary action, with the assistance of Human Resources, when necessary
Maintain transparent communication.?Appropriately communicate organization information?through department meetings and one-on-one meetings.
Receive feedback from Assistant Managers and Supervisors for all business challenges, areas of improvement and set clear action plans.
Ensure adherence to legal and company policies, procedures & vision and execute disciplinary actions if needed.
Generate reports and presenting information to upper-level managers or other parties
