Business Excellence - QMS (Quality Management System) Head

THE PURPOSE OF THE ROLE IS to ensure that the QMS unit assists in guiding the company and its employees on the processes and improvements necessary toward business excellence. The unit focuses mainly on review and improvement of processes and evaluation of complaints.FINANCIALEnsure team expenses (GAE and CAPEX) are within the budget.CUSTOMEREvaluate the complaints reported by the concerned BPI MS units/ teams and monitor the resolution through the complaints reports sent to BE-QMS, and by requesting for their corrective actions/ recommendations to avoid or at least minimize having or recurring complaints.Review commendations received by BPI MS units from clients and announce within the organizationINTERNAL PROCESSSustain the QMS in line with the ISO, business excellence, and/or process improvement principles through coordination and collaboration with units to ensure the company processes, regulations and guidelines are at par with the service standards.Review the results of units’ submitted process and performance measures (PPM), including checking if TAT on critical processes is being monitored and analyzed.Ensure that the latest versions of the QMS-related documents are uploaded in the QMS Database and reviewed through the Document Change Notice submitted by the process owners and then processed by the QMS assistant to ensure that they are properly recorded/ archived.LEARNING & DEV. / INNOVATIONEnsure that the officers/ staff are equipped with adequate knowledge and skills by researching on available trainings and in coordination with Learning and Development to meet or exceed expectations on the functions required of them.Other duties/ responsibilities that are not related to the Four (4) DimensionsSupervises the QMS unit.Manages the QMS Database and conducts document control/ reviewEnsures that the required systems are available to the teamPrepares and submits the monthly complaints reports (submitted to Compliance and Legal, and BPI CX Governance, the Quarterly Customer Feedback Report (including complaints report for the Board Meeting), and the quarterly complaints report submitted to the Insurance Commission; as well as the deck and presents it during the BPI Alignment Meeting held monthlyOversees the preparation of the monthly Quality Reports and finalize them into a presentationCoordinates with a third-party service provider for the CSAT to be conducted every 2 yearsAs needed: manages audit program through IQA live to ensure that non-conformities are independently verified and effectively corrected.Conducts Branch Off-Site Review (branch assignment to be advised)Conducts training as needed related to the QMS, e.g. Complaints, Root Cause Analysis and Corrective Action, etc.KEY SKILLS, KNOWLEDGE, EXPERIENCE & QUALIFICATIONS WE ARE LOKING FOR…At least a college graduateExcellent communication and interpersonal skillsProblem-solving skillsAnalytical skillsKnowledgeable in MS Excel, Word, and PowerPointKnowledgeable in ISO 9001 and in Root Cause AnalysisAt least 3 years’ experience in process improvement, QMS, and Customer Service