DE033169-Service Management Sr Manager

Accenture in the Philippines; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Accenture in the Philippines is seeking a Service Management Sr Manager to lead operations in Taguig, returning to office. You will guide a team, build client relationships, manage KPIs, and drive continuous improvement while ensuring service levels are met.

Qualifications include a university degree in nursing with 3+ years of managerial experience, strong communication, and knowledge of medical/insurance processes. Offshore health domain experience preferred.

Qualifications

• University degree required.
• 3+ years managerial experience.
• US CEFR B2 or Versant score required at hire.
• Experience in medical or insurance fields preferred.
• Knowledge of ICD-9 and CPT codes helpful.
• Experience in managed care environments is a plus.

Responsibilities

• Lead and manage a team to deliver results.
• Develop and manage client relationships and KPIs.
• Ensure service levels and milestones are met.
• Collaborate with operation managers on strategic plans.
• Drive continuous improvement across operations.
• Provide solutions to complex business problems within time and cost constraints.

Skills

Communication

Interpersonal

Problem-solving

Facilitation

Analytical

Excel

MS Office

Customer service

Empathy

Phone etiquette

Phone systems

Managed care

Medical knowledge

Education

BS Nursing

GNM Diploma

Nursing degree

Tools

Telephony systems

Job description

Only those applicants who already have the right to live and work in this country are eligible to apply for this role—Position Title: Service Management Sr Manager. Work Setup: Return to Office.

Responsibilities

• Work hand in hand with the CM Operation Managers & Operation Leads in making independent decisions, which have major day-to-day impact in areas of responsibility, and may influence direction of other areas.
• Accountable for results of work to both Accenture and clients.
• Accountable for medium-term planning, objective setting, and development of new procedures within areas of responsibility.
• Lead discussions and provide possible solutions in addressing complex business problems/issues.
• Provide and assist in the implementation of business-focused solutions within time/cost constraints.
• Self-directed within broad goals and strategic direction in satisfying organization or client objectives/goals.
• Responsible for developing and managing key internal/external client relationships across spheres of influence, including situations in which no relationship previously existed.
• May participate in business development opportunities and communicate them to senior management.
• Required to act as effective stand-in for immediate manager on operational direction of complex or large function or project, or medium size unit within stable mature operation, or key element of volatile environment.
• Responsible for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones.
• Required to provide valuable contribution in communication of strategies, initiatives, local plans, and performance metrics across areas of responsibility.
• Initiates and promotes continuous improvement programs across spheres of influence.
• Lead and manage a team, typically delivering results through others.
• Allocate resources and responsibilities across a team to deliver business results and develop team members.
• Manages and ensures consistent application of human resource processes including career development, salary review, resources, and performance management within areas of responsibility.
• Evaluate direct reports and provide formal counseling and mentoring to staff.
• Define and manage group/team structures and resource levels to support business needs.
• Demonstrate a thorough understanding of client relationships/business practice.
• Contribute broad and deep knowledge in areas of functional or business specialization across abroad operational framework/range of projects.
• Requires strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

Project Shift Schedule: Night Shift
Project Rest Day: Weekends Off
Project/Team Location: Taguig Uptown Bonifacio Tower 3

Qualifications and Skills

• University Degree holder.
• At a minimum, 3 years’ managerial experience.
• Requires strong oral, written, and interpersonal communication skills. Must pass US CEFR B2 or Versant score of 58 and above upon hire.
• Basic computer knowledge with the ability to learn additional computer programs.
• Requires problem-solving skills, facilitation skills, and analytical skills. Experience and Skills Preferred
• Holds current and unrestricted US Registered Nurse license; holds state specific RN licensure.
• A minimum of 3 months of prior working experience in a clinical setting.
• Bachelor of Science Nursing (BSN) degree or General Nursing & Midwifery (GNM) Diploma or Basic Bachelor of Science (BSC) in Nursing degree or Associate Nursing Degree or Nursing Diploma.
• At a minimum, 3 years managerial experience in setting up operations, preferably for an offshore BPO health related work environment/account.
• Related outsourcing operations experience in a global set-up.
• A working knowledge of MS Office products, with strong Excel skills.
• Knowledge in telephony systems & technology
• Strong customer service focus
• Ability to empathize
• Prioritizing customer needs
• Good understanding of phone etiquette
• Experience in medical or insurance fields
• Knowledge of ICD-9 and CPT codes
• Prior managed care experience
• Knowledge of medical management process and ability to interpret and apply member contracts, member benefits, and managed care products
• Management reporting experience