JOB DESCRIPTION

Role Purpose:
To assist in implementing the process improvement initiatives in the entire functions of CareConnect in order to eliminate the service failures impacting the patients experience within the agreed timeline, objectives and targets.
Key Accountabilities:

1- Focused Improvement;

• Collect the service failures from different channels like VOC & Healthcare Center complaint logs and develop a service loss tree to identify the top failures to focus on through FI
• Facilitate and follow up FI activities and agenda with cross-functional teams to implement the improvement changes
• Manage the process of analyzing the root causes of the failures with the FI leader and team members using a structured problem solving methodology and variety of tools, and identifying the corresponding countermeasures to eliminate or at least reduce the service failures at a certain minimum level
• Assist and support in conducting the regular FI review with CareConnect Senior Directors and FI leaders
• Propose additional countermeasures to strengthen the solutions in addressing the problem

2- Continuous Improvement Culture Building;

• Understand the current state, existing culture and business model of CareConnect in order to determine the vision on what the company is trying to achieve in the future
• Assist in developing a process improvement framework that will lead to development, analyis and adoption of improvement ideas such as TPS, Kaizen, PDCA, 5S, Gemba, etc
• Assist in educating and spreading awareness on the Continuous Improvement program by facilitating regular training sessions with targeted members of FI cells and through circulating One-Point-Lessons (OPL)
• Institutionalize Kaizen visuals management and recognition program in the entire company to reinforce the continuous improvement culture among the CareConnect workforce
• Review and monitor consistently the Kaizen projects applied in the Bright Idea platform
• Communicate and circulate FI & Kaizen updates

3- Process Governance;

• Carry out process mapping exercise with area owner and document the flowchart using the official process flow template
• Conduct process analysis and time & motion study to identify key areas for process optimization leading to efficiency and productivity improvement
• Identify waste along the process and implement the corresponding improvement actions
• Measure the impact of process changes before and after improvement; and make adjustments as needed
• Create process documentation and train staff on the new process with the area owner
• Conduct a quarterly review of the CareConnect processes with Excom and functional leaders

4- Project Management;

• Manage the implementation of the project effectively using a proven project management methodology
• Monitor & control the progress of project activities against the agreed plan on a regular basis
• Identify and report potential risks and mitigation actions
• Ensure that projects go live within agreed scope, time and budget
• Conduct post implementation review and evaluation to ensure optimal service delivery

SKILLS

• Analytical and problem-solving ability
• Planning and project management skills
• Skills in numerical and statistical analysis
• Attention to detail
• Basic knowledge in Total Quality Management

EDUCATION

Bachelor’s degree in Industrial Engineering or related field

Please refer the Job description for details