Finance and Accounting Services
Senior Manager - Service Management
Address: Bonifacio Global City, Manila, National Capital Region (Manila), 1781, Philippines
Job ID: R0256789
Location Type: Hybrid
- Overview
- Job Description
- Success Profile
- Rewards
- Connect
As a Clinic Manager at Fresenius Medical Care, you’ll manage the daily operations of our outpatient centers. More importantly, you’ll be the key driver in carrying out our mission: To deliver superior care that improves the quality of life of every patient, every day, setting the standard by which others in the health care industry are judged. This is accomplished by hiring, developing and inspiring a multi-disciplinary team, collaborating with physicians, tracking and delivering superior patient outcomes and monitoring regulatory and safety requirements. Strong management skills are required and prior direct patient care experience is needed for occasions when the team needs a helping hand.
Patient Care Technicians (PCTs) at Fresenius Medical Care support and collaborate with RNs to provide dialysis treatment to several patients at a time while maintaining the functionality of the clinic. This involves prepping and testing equipment, reviewing treatment sheets, and opening the clinic at 4am for first shift. PCTs have a combination of technical skills and genuine passion needed to develop deep relationships with patients and improve their quality of life. Qualified candidates have prior customer service, healthcare and direct patient care experience, and will have the opportunity to learn the discipline of dialysis.
Fresenius Medical Care nurses are on the front line of patient care, improving the quality of life of every patient, every day. That means providing dialysis care to 10-12 patients at any given time, and collaborating with our multi-disciplinary team to deliver a unique care plan to each one of them. This role is all about relationships and the bond you’ll create with patients and their families. Prior dialysis nursing experience is helpful, but many successful candidates come from a background in ICU, PCU and/or surgery.
Inpatient RNs at Fresenius Medical Care perform dialysis treatments on an acute patient population in a hospital setting, including ICU, ER, Rehab, and Med/Surg units. What makes this role truly unique is the level of autonomy you’ll enjoy. Inpatient nurses are specifically accountable for administering and assessing each patient’s treatment plan. And because dialysis is a critical treatment for many hospital procedures and health conditions, you’ll have the opportunity to work with a wide variety of patients. Ideal candidates possess leadership skills and independence needed to make quick decisions in a fast-paced environment. Must be capable of educating patients and providing exceptional customer service to our partners. Six months to one year of dialysis experience or some form of critical care nursing experience are also required.
Job Description
The Senior Manager - Service Management role is accountable for managing and strengthening relationships with internal GBS customers across regions and processes. Acting as the primary point of contact, the position ensures client needs are anticipated, deadlines are met, and service expectations are delivered at agreed levels. The holder drives the definition, measurement, and continuous improvement of GBS service KPIs in collaboration with Operations, Process Management, Continuous Improvement, Quality, and customer teams. Additionally, the role provides leadership and guidance to a team of Service Managers across Finance, Procurement, ITS, and expanding GBS functions.
Responsibilities:
With regards to Internal Stakeholders:
Develop a solid and trusting relationship with a portfolio of internal customers of various functions
Acquire an understanding of customer business environment, as well as needs and requirements towards GBS
Conduct regular service performance meetings with customers and stakeholders to discuss service levels on operational process/region/country level
Regularly seek customer feedback on GBS services (CSAT, Customer Experience Survey) and record, address and resolve key customer issues
Drive adoption of GBS ticketing system (SNOW) together with the tech enabling teams
Facilitate the implementation of improvement actions to advance GBS results and satisfy customer needs
Enable timely and relevant communication on key changes, change requests and improvements with regards to the process, operations, projects, metrics & reporting, etc.
Develop, align and follow-up quality metrics with the customer, GPO, GBS Ops and relevant stakeholders
With regards to GBS Ops & Global Process Owners:
Oversee and maintain the Service Catalogue for all processes and services in GBS scope
Work with GBS Ops teams dedicated to the Customer in order to ensure service level agreements are met, e.g. drive progress updates, goals, and initiatives to be shared with Customers during regular service performance reviews
Manage effective cooperation with respective Teams within GBS (Global Process Team, Automation & Analytics, Transitions & Projects) and GPO
Team Management and new funnel:
Managing a team of service managers in executing their service management tasks
Developing service managers to increase effectiveness and exchange best practices between them
Oversee and continuously improve service management (SM) processes in GBS
Regularly reporting out SM success stories and setting up new SM catalogues for new scope coming to GBS
Quality, Legal & Compliance
Follow and comply with all relevant FME policies, guidelines, manuals and SOPs in the version as amended from time to time (“FME Policies”) and live the FME Reignite values in daily business
Compliance with GBS internal procedures and instructions.
Qualifications and Experience:
At least 10 years’ overall work experience in similar roles or in GBS Operations roles in a GBS/BPO environment in at least 2 GBS towers
Proven track record in service management and highly experienced in customer relationship management in a GBS/ BPO environment
Several years of team lead experience
Previous work experience in Account-to-Report tower is a plus
Ability to communicate effectively and align expectations among teams: an active listener, a presenter, a mediator and a people-person
Ability to multitask and manage several customers at the same time with an effective time management – beyond regions, processes and functions
Versatile in giving executive-oriented presentations
Ability to grasp new topics very quickly and to set up service management for processes outside own area of expertise
Very customer-centric, solution-oriented mindset
Ability to coach and lead a team of service managers
Very good negotiation skills with the ability to handle escalations in a structured, effective and calm way
Goal-oriented, organized team player
Self-motivated and self-directed
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Leadership
Communicator
Compassionate
Problem-solver
Motivational
Good Listener
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Commpassionate Patient Care
Empathetic
Team Player
Detail Oriented
Efficient
Responsible
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Communicator
Compassionate
Detail Oriented
Relationship Expertise
Facilitator
Leadership
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Compassionate
Flexible
Independent
Quick-thinking
Patient
Responsible
“I successfully completed the RN program and went on to hold the position of Staff RN, Charge Nurse, and finally Clinical Manager.”
Rosalyn,
Clinical Manager
Clinical Manager
“Every day I walk in I am changing lives for the better and working to inspire my patients.”
Andrew,
Patient Care Technician
Patient Care Technician
“I am a member of an outstanding team that helps patients gain more control, achieve tangible goals, and live better lives.”
Tony,
Outpatient Services RN
Outpatient Services RN
“My goal is to make sure that our patients keep their mobility and quality of life. This goal is really personal for me. My own father always had really bad vasculature in his leg and never had access to the kind of care we offer — eventually he lost blood flow and mobility. Knowing what he went through makes me even more committed to our mission.”
Warren J.
Azura Regional Vice President
Azura Regional Vice President
We've got your back.
We fully believe that dedication and passion should be recognized and rewarded. That’s why we offer a competitive compensation and benefits package to all of our employees. Our benefits provide the flexibility, choice and support you need to be at your best as you play a vital part in helping patients live longer, better and healthier lives.
Healthcare
Continuing Education
Paid Time Off
Collaborative Environment
Additional Perks
401(k) Retirement Saving
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