Service Management Sr Manager

---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. • Required to develop business and industry acumen, and to use this knowledge to initiate and/or develop client relationships. • Requires strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS: • 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

Taguig

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