Process Performance Specialist

AIA Hong Kong and Macau; Makati; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

MediCard Phils., Inc. is seeking a Process Performance Specialist to define, measure, and monitor process performance, KPI frameworks, and automation readiness across core business processes.

You will develop dashboards, partner with Finance and PMO, and ensure measurable benefits from BPM and automation initiatives while maintaining governance and risk controls.

Qualifications

• Experience in defining and tracking process KPIs and performance baselines.
• Ability to develop dashboards and reporting packs for leadership.

Responsibilities

• Define and maintain standardized process performance metrics and KPI frameworks (e.g., TAT, error rate, rework, leakage, compliance).
• Establish and document baseline process performance prior to redesign, automation, or AI enablement to enable clear value attribution.
• Measure and analyze post-standardization and post-automation performance to quantify improvements and identify gaps.
• Assess and report process stability, performance trends, and readiness as part of the BPM certification and automation intake process.
• Develop and maintain dashboards and reporting packs for BPM leadership, Transformation Office, and ExCom.
• Partner with Finance, PMO, and Business Process Owners to validate benefits realization and track sustained value delivery.
• Identify and escalation performance risks, degradation, or unintended impacts resulting from process or system changes.
• Support continuous improvement by providing data-driven insights to BPM Leads, Process Engineers, and Automation & AI teams.

Skills

Process analysis

KPI development

Data visualization

Dashboard design

BPM

Job description

MediCard Phils., Inc. is one of the country's leading HMO and the only HMO founded and run by Doctors. Since its inception, the concept of service-oriented total health care has been the molding ideal of MediCard. The competition is vast, and the benefits being offered by the competitors are tempting. However, MEDICard has taken the lead in providing innovative and productive ideas that cut down the cost of health maintenance without compromising its quality. MediCard now boasts of more than half a million members and over 54,000 accredited doctors in over 1,000 hospitals and clinics nationwide. It also operates 16 MediCard free-standing clinics that provide services at par with those offered by hospitals minus the confinement. MediCard is currently looking for assertive, dynamic and energetic individuals to fill up the following vacancy:

The Process Performance Specialist is responsible for defining, measuring, and monitoring process performance, value realization, and automation readiness across MediCard’s core business processes. This role ensures that BPM initiatives deliver measurable operational, financial, and risk outcomes, and that only performance-ready processes progress into Automation and AI delivery.

Roles & Responsibilities

• Define and maintain standardized process performance metrics and KPI frameworks (e.g., TAT, error rate, rework, leakage, compliance). (20%)
• Establish and document baseline process performance prior to redesign, automation, or AI enablement to enable clear value attribution. (15%)
• Measure and analyze post-standardization and post-automation performance to quantify improvements and identify gaps. (20%)
• Assess and report process stability, performance trends, and readiness as part of the BPM certification and automation intake process. (10%)
• Develop and maintain dashboards and reporting packs for BPM leadership, Transformation Office, and ExCom. (10%)
• Partner with Finance, PMO, and Business Process Owners to validate benefits realization and track sustained value delivery. (10%)
• Identify and escalation performance risks, degradation, or unintended impacts resulting from process or system changes. (10%)
• Support continuous improvement by providing data-driven insights to BPM Leads, Process Engineers, and Automation & AI teams. (5%)

KPIs

• % of priority processes with defined KPIs and baselines
• Accuracy and timeliness of performance reporting
• Demonstrated improvements in TAT, error rate, and rework
• % of BPM-certified processes meeting performance readiness criteria
• Alignment of reported benefits with Finance-validated outcomes
• Stakeholder satisfaction with performance insights and transparency

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