CI Manager -Business Excellence

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Sagility Philippines B.V Branch in Quezon City is seeking a CI Manager - Business Excellence to monitor and evaluate customer interactions across channels, delivering actionable insights to raise quality, CSAT, and operational performance. The role also includes coaching, process improvement, and HIPAA compliance oversight.

You will establish and sustain Quality Information Security Management System controls, lead internal audits, and drive Lean Six Sigma initiatives with cross‑functional teams

Qualifications

• Able to establish, implement and continuously improve quality information security policies.
• Able to report information security incidents promptly to authorities.
• Participate in training and awareness programs for QISMS & HIPAA.

Responsibilities

• Define and manages client performance objectives.
• Meet client SLAs for quality and audits.
• Manage quality systems, processes, and procedures.
• Plan and conduct internal quality assurance audits.
• Ensure compliance with internal procedures and SOPs.
• Coordinate action plans and follow-up on quality issues.
• Lead audits and host inspections with stakeholders.
• Serve as quality liaison to resolve issues and improve customer satisfaction.
• Lead investigations of production/quality problems.
• Develop client relationships and coach team members.
• Drive cross-functional process improvements and Lean Six Sigma projects.

Skills

Quality management

HIPAA knowledge

Info security

Education

4-year college degree

Job description

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.

The purpose of this role is to monitor and evaluate customer interactions across multiple channels, providing actionable insights to improve quality, CSAT, and operational performance. The role also involves coaching, process improvement, and ensuring compliance with relevant standards and regulations.

Job title

CI Manager -Business Excellence

Education

Preferably any 4-yr College Degree and/or equivalent

Experience

At least 5 year(s) of working experience in the related field is required for this position.

Mandatory Skills

Able to establish, implement and continuously improve the quality information security policies assigned to him / her. Able to establish structures and procedures to protect classified information Able to report information security related incidents without any delay to the proper authorities. Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA

Roles & responsibilities

• Performance Management Define and manages achievement of client performance objectives
• Responsible for meeting client Service Level Agreements for quality
• On-going management of Quality systems, processes, and procedures
• Plan and conduct internal Quality assurance audits
• Enforce compliance with internal procedures to ensure that established quality and process procedures are being followed by the appropriate personnel at all times.
• Coordinate, evaluate, and assist in developing action plans and follow up of quality issues.
• Facilitate the account’s-initiated audits.
• Coordinate and host audits and inspections.
• Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems Act assign-house counsel for quality issues, providing guidance for staff questions and solutions to quality problems.
• Lead investigations of production/quality problems.
• Develop client relationships
• People Management Handles and resolves resistance of the team to change as it involves conflicting views and opinions
• Capability to train and conduct workshops in Quality Tools, Kaizens, Lean training etc.
• Works with BE Associate Manager/Quality Leads to resolve grievances
• Develops and trains team members through coaching, providing work advice and motivation
• Process Improvement Drive continuous improvement onsite and throughout the investigations via cross-functional teams and working with key stakeholders.
• Manage Diet Six Sigma/Lean Projects associated with product and process improvement activities.
• Help develop, foster, and drive a culture of lean Six Sigma throughout the company.
• Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization.
• Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma.
• Maximize revenue and measure costs for group
• Technical Review and approve process and QC documentation to release processes for distribution
• Manage Change Controls and Administer Change Control System.
• Act as quality approver for documents requiring approval from a quality representative.
• Manage and provide internal SOP and ISO compliance training.
• Coordinate training across departments.
• Maintain training databases and ensure that employees training records are up to date.
• Ensure new employees are trained on SOPs per specific job function.
• Ensure that appropriate records are properly controlled.
• Manage the proper storage and filing of controlled documents.
• General Safety and Security Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) – For Healthcare Accounts

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Location

Quezon City, Bridgetowne ZetaPhilippines

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.