Manager II, Integrity Office

Role Purpose

To lead and manage a team in delivering operational excellence through rigorous performance integrity, quality governance, and continuous process improvement, ensuring SLA and KPI targets are consistently met, compliance standards are upheld, and corrective actions are systematically executed. The role drives a culture of accountability, transparent communication, and disciplined process adherence while developing team capability and maintaining strong stakeholder relationships.

Key Responsibilities

Performance Integrity & Quality Governance

• Own and enforce adherence to quality standards across the team; ensure leads conduct regular quality checks and provide structured, actionable feedback
• Lead root cause analysis (RCA) following all major incidents or escalations; drive corrective and preventive action (CAPA) plans through to completion
• Monitor team output, productivity, and compliance metrics in real time, escalating risks proactively
• Ensure zero-tolerance approach to SOP non-compliance; identify gaps and implement sustainable corrective measures

Process Improvement & Optimization

• Proactively identify opportunities to improve service levels, reduce process defects, and eliminate cost inefficiencies
• Collaborate with clients and internal teams to close process gaps and implement durable solutions
• Promote technology and innovation as levers for process improvement; introduce new standards and best practices
• Update SOPs and job aids on a weekly basis to reflect current process and regulatory requirements
• Lead complex, multi-component improvement projects, breaking them into executable components and guiding the team through delivery

Operations & SLA Management

• Ensure the team handles all work received and meets defined SLA commitments
• Conduct capacity planning aligned to demand and maintain operational continuity
• Make sound decisions on matters affecting customer satisfaction, compliance, and revenue generation

Stakeholder & Client Management

• Lead client and vendor calls; provide daily status updates and act immediately on flagged issues
• Escalate unresolved issues to appropriate individuals per established guidelines
• Own internal communications and change management for the function

Team Leadership & Development

• Set clear performance expectations; manage individual and team performance through regular coaching, feedback, and accountability conversations
• Deliver on-floor training and one-on-one mentorship for new joiners; support lead development
• Complete all mandatory training certifications on time and ensure team compliance with training requirements

Measures of Success

Performance Adherence

• 100% team adherence to quality standards, SLAs, and defined processes
• Number of SOP non-compliance incidents (target: zero repeat violations)
• Zero client escalations; escalation response and resolution time where they occur
• On-time completion rate for all mandatory training requirements across the team
• RCA completion rate following incidents, timeliness and quality of output

Process Improvement

• Number of process improvement initiatives identified and successfully implemented
• Measurable reduction in defect rates, rework, and process cycle times
• Cost and efficiency savings attributable to optimization efforts
• Frequency and quality of SOP and job aid updates
• Number of new ideas, best practices, or innovations introduced per quarter
• Rate of recurrence for issues with completed corrective actions

Geographic Responsibility: Remote, US

Type of Employment: Full-time, permanent

FLSA Classification (USA Only): Exempt

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybrid or remote work environment.

• Long periods of time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Health Edge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In…