GENERAL DESCRIPTION

Directs, develops strategies and establishes action plans to ensure compliance with service standards and control of the process excellence cycle. Develop initiatives for continuous improvement of processes to comply with organizational goals and business strategies. Directs the strategy of the operation and service of the facilities and company facilities

ESSENTIAL FUNCTIONS

• Directs the design and implementation of strategies to ensure that the cycle of identification, prioritization and planning of improvements in the services and processes of the company is executed in accordance with the strategy, goals and corporate goals

• Directs the design and implementation of strategies to ensure that the cycle of execution of improvements in the services and processes of the company are executed in accordance with the corporate strategy, goals and objectives

• Directs the design and implementation of strategies to ensure that the cycle of control and sustainability of improvements implemented in the services and processes of the company is executed in accordance with the strategy, goals and corporate goals

• Organizes multi-departmental and cross-functional teams with the objective of carrying out planned improvements to the business, operational and service processes

• Communicates to all units and departments of the company the centralized plan to achieve excellence in processes, both the strategies and the tactics adopted by the company to execute said plan.

• Monitors compliance with assigned continuous improvement projects, ensuring that they are completed efficiently and on time. Prepare weekly/monthly progress reports/ quarterly as necessary to communicate status of activities and projects to the executive audience

• Intervenes, investigates, analyzes and implements the recommendations and improvements to the processes in the departments of the company.

• Supervises the Service Operations Manager in interdepartmental projects and activities, aimed at ensure compliance with applicable regulations and achievement of assigned goals

• Supports the design and execution of training focused on customer service and ensures that they are aligned with the products and services, in accordance with applicable regulations, according to the line of business

• Supervises the logistics and implementation of training for new product launches, changes in operational processes or special projects that impact the different related areas (eg.

Managers, Call Center, Customer Service Centers and/or Business Partners)

• Evaluates, develops and implements strategies and programs that ensure effective and efficient results in all Official document of the

HR department the processes carried out by the units that in some way impact the Service

• Supports the design of Customer Service programs, so that they lead to a culture of high performance and service level

• Ensures that the Customer Service Dashboard is monitored in order to identify opportunities for development and propose continuous improvement

• Evaluates metrics and develops measurement methods to monitor performance, maintain quality of service and established operational processes

• Designs and implements, together with the different business units, the methods to speed up the adoption and sustainability of the new processes implemented in the operational and service areas

• Support within the change management cycle in the implementation of new processes that impact the service operation in any business unit within the company

• Develops the policies and procedures related to the strategy and execution of Excellence in Processes and company service

• Supervises the operations and services of the company's facilities, ensuring compliance with the goals and corporate goals

• Participates in the audit process and provides documentation that requires the participation of the department of Customer Service, either by Compliance or Internal Audit, among others

• Participates in the review of policies and procedures that relate to the administration of the Partners of Business

• Participates in organizational projects related to Business Partners, as needed

• Supervises, monitors, trains, evaluates, and corrects among other tasks required to fully fulfill their role of supervisor of the personnel assigned to his unit, it is understood that he ensures that the performance of his personnel complies with the assigned work plan and the tasks inherent to their positions, and that the conduct of their personnel complies with Company policies, standards, rules and procedures

• Consistently complies with the Company's standards, policies, and procedures, in conjunction with the local laws

Minimum job requirements

Education: Bachelor of Business Administration, Engineer

Industrial, Finance or Technology, preferably.

Experience: Ten (10) years of previous experience acquired functions related to the analysis, efficiency and auditing of processes operational, preferably in the Health Industry, which include seven (7) years of experience supervising personnel.

Certifications / Licenses: N/A

“Proven experience may be replaced by previously established requirements. Others: Knowledge of operational processes for managing claims, project management and training.

Languages:

Spanish – Advanced (grammar, reading, conversational and

comprehension)

English – Advanced (grammar, reading, conversational and

comprehension)

EEO

Job Type: Full-time

Schedule:

• Monday to Friday

Ability to commute/relocate:

• San Juan, PR: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Management: 3 years (Preferred)

Work Location: One location

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