Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Education:
Bachelor’s degree in business, Industrial Engineering, or equivalent experience
Master’s degree in business management an advantage
Experience:
Minimum of 1 year’s business process excellence experience in a Call Center industry
Knowledge in ISO, COPC, Six Sigma or other global certification bodies
Knowledge on the on frameworks that provide support for information security governance (e.g., ISO27001)
Mandatory Skills:
Project Management abilities
Management and leadership skills
Business Planning skills
Risk Management Skills
Budget Management skills
People Management and Development skills
Time Management skills
Negotiating skills
Problem Solving skills
Decision-making skills
Communication skills
Presentation skills
Preferred Skills:
In-depth understanding of the Contact Center Industry
Ability to identify and evaluate growth opportunities
Ability to lead the company’s Strategic planning process and goal setting
Ability to manage external partners and vendors
People Management
Strategic Planning
Business Planning
Budget Management
Roles & responsibilities:
Certification
Responsible in ensuring that Policies and Standards of the QISMS and other business process excellence and client’s programs are embedded in the day-to-day operations of the assigned site.
Manage, monitor and evaluate effectiveness of QISMS
Leads the quality and continuous process improvement efforts by working closely with concerned groups to identify areas for improvement and best practices.
Develops audit work plan and timeline
Assesses the adequacy of in-place quality and security controls, policies, and procedures, reviews effectiveness incompliance with the ISO9001:2000 and ISO27001 standards and other Management and Control Frameworks such as PCI, ITSM.
Acts as a Deputy QMR in policy development, resource management, performance measurement and value delivery of Quality and Information Security Governance within the scope of the of an Integrated Quality (ISO 9001, Six Sigma, COPC) and Information Security Management System (ISO27001, PCI, ITSM)
Provides support in the Risk Management System of the organization by guiding and validating the risks and appropriate controls associated with the identified assets.
Actively participate with operating units in root-cause analysis for corrective actions to be taken
Continually communicate with top management for updates and improvements
Handles other Quality and Process Excellence initiatives.
Information Security Management
Develop security strategy, oversee security program and initiatives, liaise with business Process Owners to ongoing alignment.
Enforce policy and regulatory compliance.
Monitors utilization and effectiveness of security resources.
Develops and implements monitoring and metrics approaches of security initiatives.
Conducts awareness campaign to all affected by the security policy and ensures Process Owners maintenance of the processes.
Monitors the ability of the Process Owners in holding functional roles that can promote awareness of the policy and conduct internal security reviews to see if they are in compliance.
Monitors policy violations and other security vulnerabilities or risk detected.
Develops methods for knowledge capture and dissemination, develop metrics for effectiveness and efficiency.
Recommends to Audit and Certification Head changes to policy.
Identify business processes and assurance providers. Liaise with other assurance providers and ensures that gaps and overlaps are identified and addressed.
Ensures that Business Continuity Plan are periodically and successfully tested.
Process Audit
Design and develop process audit checklist
Develop process audit work plan and timeline
Oversee process audit
Review audit results, and reviews effectiveness of action plans.
Document Control
Leads the overall documentation and control system; defines the controls needed for the identification, storage, protection, retrieval, retention and disposition of documents and records
Information Management
Establish a reporting system that will provide top management with timely, accurate and comprehensive information
Oversee document control process and results
Systems and Procedures
Review and recommend improvement to Sagility’ s policies, procedures, rules and regulation
Design measurement schemes for system performance vs. standards
Lead the QISMS training which includes QISMS portal overview and ISO standards.
Continuously review and evaluate applicability of the standard procedures
Data Privacy
Support the Data Privacy Officer in implementing data privacy controls and best practices to comply with the Data Privacy Act of 2012.
General Safety and Security Responsibilities
Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System (QISMS).
Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.
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