QA & Training Manager responsible for quality assurance and training for U.S. healthcare accounts in the Philippines. Leading operational support and client engagement for contact center and claims adjudication teams.
About the role
- Global Commercial Experience Lead driving initiatives to enhance member experience at DLL. Collaborating globally to ensure commercial effectiveness and successful implementation of change.
Responsibilities
- Define Global Sales roles and responsibilities and ensure that all global initiatives and ways of working are tailored to each sales role.
- Build commercial member enablement frameworks, tools, and playbooks for increased effectiveness in their roles.
- Lead change management initiatives that improve member experience and support commercial enablement.
- Apply change management frameworks and project structures to ensure effective delivery.
- Drive business readiness and oversee successful implementation and rollout of global initiatives.
- Own and manage projects related to member experience.
- Transform commercial compensation in order to attract/keep top talent and make clear connections between targeted outcomes and behaviors/activities.
- Align career pathing with capability-building initiatives to support long-term talent development.
- Provide regular updates on project progress, outcomes, and future plans.
Requirements
- University-level degree, MSc preferred
- Minimum 5 years of experience in project management and change management, ideally within a HR, commercial or sales organization.
- Proven ability to design and implement employee experience frameworks across the lifecycle.
- Experience in a commercial role preferred; experience in an HR or employee experience role preferred.
- Strong project management skills with the ability to manage multiple projects simultaneously.
- Have demonstrated in previous roles the ability to create and implement plans resulting in clear and high-value deliverables.
- Tech-savvy and a Power User of Microsoft Office Suite and other tools.
- Excellent communication skills across all organizational levels.
- Ability to manage resistance to change and navigate complexity.
- Knowledge of Financial and professional Services.
- Able to navigate and build relationships with a diverse audience of stakeholders especially in an international matrix organization.
- Fluent in English, other languages beneficial.
Benefits
- Two working days per year volunteering for a local charity.
- Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
- Flexible hours with possibility to work from home.
- Career development opportunities: online learning, member development programs.
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