Job Openings Performance Improvement Lead - CC Operations (Internal)

About the job Performance Improvement Lead - CC Operations (Internal)

Job Purpose:

As a Performance Improvement Lead, you will play a pivotal role in driving operational excellence and elevating organisational performance from agents under iCarebay/PIP. Your primary responsibility will be to lead the iCarebay program. Your goal is to ensure a 100% pass rate for every iCarebay batch. To achieve this, you must share and apply all your experiences in driving performance, expertise in RCA, action planning, and goal setting to iCarebay leads from all markets. Additionally, you will collaborate with the Quality and Learning and Development team by sharing your analysis of the wins and struggles of iCarebay for further improvement of the performance improvement program.

Job Description:

As a Performance Improvement Lead, your primary responsibilities include:

  • Strategic Planning: Collaborate with cross-functional teams to develop and execute performance improvement strategies aligned with organizational objectives.

  • Data Analysis: Utilize data-driven insights to assess performance metrics, diagnose issues, and formulate targeted improvement initiatives.

  • Continuous Improvement: Foster a culture of continuous improvement by introducing best practices, innovative solutions, and driving change management initiatives.

  • Training and Development:

    • Empower teams through training sessions, workshops, and knowledge-sharing to implement and sustain performance improvements by collaborating with the L&D team.

    • Provide leadership and personal development to all direct and indirect reports. Provide your direct reports with appraisals and 1:1 meetings regarding agent development, and assist Team Leaders in motivating their teams to reach the iCarebay KPIs.

  • Monitoring and Reporting: 

    Establish and monitor key performance indicators (KPIs) to measure the impact of improvement efforts. Provide regular reports to communicate progress and areas for further enhancement.

  • Work with the engagement team to ensure employees' happiness is a focus.
  • Encourages employee involvement and engagement while upholding company values, mission, and vision. 

  • Work with the Gamification team to come up with new ways to encourage high performance and engagementwithin iCarebay.

  • Performance: Ensure minimal impact of iCB in operations KPI by ensuring that iCB agents meet the weekly step goals. 
  • Work with RTMs - daily management of priorities such as holding huddles, training sessions and any other off queue activity.
  • Consequence Mgt. Ensure completeness of HR processes allocated to all leaders, such as employee files, scorecards, and performance management requirements.
  • Closely work with market heads on product and process.

  • You may coach the iCB agents directly and drive performance for iCB.

  • If iCB TL is on leave or EL, you will be required to take over the team.

  • You may be required to step into alternative roles if iCarebay headcount is low and our usual headcount is under-resourced.


  • Strong leadership, excellent communication and collaboration abilities.

  • Strong analytical and problem-solving skills.

  • Proven experience in performance improvement, process optimization, or a related role.

  • Excellent communication and presentation skills.

  • Familiarity with continuous improvement methodologies (e.g., Lean, Six Sigma) is a plus.