About the Role: To support the multiple IT product initiatives and enhancements, the Datamatics seeks the engagement of a Lead IT Adoption Manager to ensure that business is ready, continuously updated, and knowledgeable about the changes brought by these digital transformation initiatives. The Lead Adoption Manager will oversee the planning and execution of various adoption and change management (ACM) plans, strategies, and agreed activities such as but not limited to training and communication requirements for the entire product lifecycle to help Datamatics personnel and external stakeholders transition to the new systems, processes and job roles. The Lead Adoption Manager will collaborate with executive and business sponsors, managers and departmental champions to help them fulfill their roles as change agents. Additionally, the Lead Adoption Manager will supervise and mentor a team of adoption managers and learning experts.
Scope of Work/ResponsibilitiesThe Lead Adoption Manager is responsible and accountable for creating and implementing adoption and change management strategies and plans that are in line with the evolving Datamatics Adoption and Change Management (ACM) Framework. These initiatives must ensure employee change readiness and ability, maximize adoption success, and minimize resistance in effectively using IT product solutions within the concerned user groups. This will include focusing on changes to business processes, systems and technology, job roles and organization structures to increase benefit realization, value creation and the achievement of the results and outcomes.
The role will require coordination primarily with but not limited to the Business Product Owner / Manager and various teams within the IT Department (ITD). Additional requirements include providing direct support and coaching to all impacted stakeholders and when needed, to identified sponsors and management. This role might also require handling multiple initiatives at a given time. Assess how changes brought by digital transformation initiatives impact people in Datamatics. Prepare a change management approach as well as mapping of impacted groups to benefits and change impact analysis. Create an ACM plan with recommended activities that includes, but is not limited to training, communication, and adoption measurement. Lead the implementation of the ACM strategy/approach and plans. Mentor and guide other adoption managers and learning experts. Report on the ACM progress and challenges (if any).
DETAILED TASKS AND/OR EXPECTED OUTPUTS Engage and collaborate with product owners and managers from business and ITD to achieve good understanding of what is required and expected from ACM. Assess the business change impact of IT initiatives or projects by conducting impact analysis, stakeholder analysis, and measuring the users’ readiness for change.Apply the ACM process and necessary tools in creating a strategy to support adoption of change and ensuring that the ACM strategy is aligned with important change initiatives undertaken by the organization. Work with the product owner / manager and business owner to integrate change management plans to the overall project plan Work closely with vendors on ACM deliverables and ensure these deliverables match ADB’s quality standards. Assign responsibilities and monitor the performance of ACM resources to products assigned.Conduct regular team meetings to ensure effective communication and collaboration.Develop and lead the implementation of ACM plans such as, but not limited to: (i) Sponsor Roadmap, (ii) Champion Engagement Plan, (iii) Coaching Plan, (iv) Communications Plan, (v) Learning Plan, (vi) Resistance Management Plan, (vii) Adoption Measuring and Monitoring Plan, and (viii) Rewards and Recognition Plan. As necessary, establish a network comprising Change Agents, Change Sponsors, and Departmental Change Champions, ensuring they are adequately prepared for their respective responsibilities. Engage and support the executive and business sponsors, managers, and departmental champions in the fulfillment of their roles as change agents. Identify potential areas of resistance to change and develop counter strategies to reduce doubts, uncertainties, and foster positive acceptance of changes. Recommend best approach to the development of instructional materials. Conduct coaching, briefing sessions, and communication activities. Maintain a close working relationship with coaching, learning, communications, digital capability, and support team members for successful implementation of change initiatives.Raise or elevate identified risks and issues related to ACM, including proposed action items to resolve the issue. Ensure Adoption/ACM plans are up-to-date and relevant. Mentor and guide other adoption managers and learning experts. Perform other tasks and ad hoc activities that may be assigned from time to time.
Education and Work Experience Bachelor's Degree in Information Technology, Psychology, Organizational Development, or related field. Minimum of 7 years general experience, 5 of which are on IT adoption. A strong awareness and understanding of ADB’s business processes and guidelines is an advantage. Technical Knowledge Demonstrated experience in planning, leading and coordinating organization-wide adoption and change management efforts, particularly of IT-based projects or initiatives. Experience with IT project management methodologies and tools.
Soft Skills Strong problem-solving and analytical skills. Excellent communication and interpersonal skills. Problem-solving and root cause identification skills Ability to work independently and as part of a team. Tools/Software Proficient in M365 apps and tools. Certification (if applicable) Change management certification, such as Prosci, and post-graduate degree are desirable. If the incumbent does not have a certification, they are expected to obtain certification within the first 12 months of their engagement.
Reporting and CoordinationFor the provision of staff augmentation services, the Agency Personnel will take instructions from the Manager at the Information Technology Department at ADB and work closely with the project team, internal and external stakeholders.
Work Arrangement • Hybrid, requiring employees to report onsite three times a week. If the user unit requires contractors to report to HQ, compliance is mandatory. Work Schedule is from 8:00AM – 5:00PM Manila Time.
Job Summary:
The Quality Assurance Specialist at Pie Insurance is responsible for monitoring and evaluating the performance of Customer Service Agents, ensuring that all customer interactions meet the company's quality standards. This role is crucial for maintaining high service levels, especially in handling FNOL calls for workers' compensation.
Key responsibilitiesMonitor and assess the quality of inbound customer service interactions, including FNOL calls.Develop and implement QA processes to ensure compliance with company standards and regulatory requirements.Provide feedback and coaching to Customer Service Agents to improve performance and service quality.Collaborate with the training team to identify and address skill gaps.Generate QA reports and metrics to track performance trends and identify areas for improvement.Work closely with the Team Leader and Operations Manager to align QA practices with business objectives.
Qualifications & Desired Skills
1 – 2 years’ experience in quality assurance within the insurance industry, particularly in customer service.Strong understanding of workers' compensation insurance and FNOL processes.Excellent analytical skills and attention to detail.Ability to provide constructive feedback and coaching to team members.Proficiency in using QA software and tools.
As an Operations Manager, you will lead the operational execution of the program by managing Team Leaders and frontline teams, ensuring service levels, quality, and productivity targets are consistently achieved. You will act as the bridge between the operational teams and the client, ensuring alignment on expectations, performance, and continuous improvement.
Roles and ResponsibilitiesOperational Leadership: Oversee daily insurance operations including claims support, underwriting support, and customer servicing activities to ensure operational stability and delivery of SLAs.Performance Management: Monitor key operational metrics such as service level, productivity, turnaround time, and quality. Drive corrective actions and improvement initiatives where needed.People Leadership: Manage and develop Team Leaders and frontline agents, ensuring strong coaching, accountability, and engagement across the team.Client Engagement: Serve as a key operational contact for client stakeholders, participating in performance reviews, operational discussions, and issue resolution.Workforce Coordination: Partner closely with WFM to ensure staffing alignment, schedule adherence, and resource planning to support operational demand.Quality and Process Governance: Work with QA and Training teams to ensure consistent process execution, knowledge alignment, and quality standards across the operation.Operational Improvement: Identify opportunities to improve processes, reduce inefficiencies, and strengthen operational discipline across the program.Reporting and Governance: Provide regular operational updates, performance insights, and risk flags to leadership and client stakeholders.
RequirementsInsurance Operations Experience: Extensive experience in insurance operations, preferably Workers’ Compensation or Commercial Auto within the P&C insurance space.Operations Leadership: Proven experience managing operations teams within a BPO or shared services environment, including oversight of Team Leaders and frontline staff.Client Management: Strong experience working with client stakeholders and managing operational relationships.People Leadership: Demonstrated ability to lead teams, drive performance, and develop future leaders within the organization.Operational Discipline: Strong understanding of operational KPIs, service levels, productivity metrics, and performance management.Communication Skills: Strong communication and stakeholder management skills with C1 English proficiency.Analytical Mindset: Ability to analyze operational data, identify performance gaps, and implement improvement initiatives.Adaptability: Comfortable working in a fast-paced operational environment with evolving priorities and business needs.
To this end, a Lead Microsoft 365 Integration Architect & Developer (national consultant) will be engaged to lead the design and implementation of a comprehensive M365 integration architecture to support Datamatics’ Digital Knowledge Management (DigiKM) initiative.
Key responsibilities include designing and developing SharePoint site templates, page templates, and custom web parts; integrating PoolParty taxonomy management for metadata tagging and semantic search; configuring AvePoint Cloud Governance for automated site provisioning and compliance; developing workflows and automation to enhance site functionality and usability; ensuring compatibility with the M365 ecosystem and adherence to Datamatics’ security and governance policies; conducting functional testing, supporting user acceptance testing (UAT), and addressing feedback; and providing technical documentation, training, and knowledge transfer for ongoing maintenance.
The consultant will work closely with Datamatics’ Digital KM and IT teams to ensure successful implementation and alignment with the project’s objectives.
Key tasks include but are not limited to:1. Requirements Analysis and Solution Design:Review and refine technical and functional requirements.Propose detailed technical specifications for SharePoint templates, web parts, and integration architecture.Obtain Datamatics approval for the proposed design.2. Development and Integration:Configure SharePoint site templates, including lists, libraries, pages, and web parts.Develop custom web parts using SPFx (SharePoint Framework) and integrate with PoolParty for taxonomy and metadata tagging.Configure AvePoint Cloud Governance for automated site provisioning and compliance.Build workflows and automation to enhance site functionality.Develop an approach to applying the underlying new site functionality, integration with PoolParty, page templates, and web parts to existing SharePoint sites.3. Testing and Quality Assurance: Conduct functional testing to ensure compliance with requirements.Support Datamatics in UAT, addressing feedback and fixing defects.4. Training and Handover: Provide detailed technical documentation, including operation and maintenance guides.Conduct training sessions for Datamatics staff on site creation, customization, and maintenance.Support the migration of legacy content to the new system.Expected Outputs:Fully configured SharePoint templates and web parts.Integrated taxonomy-driven search functionality.Technical documentation and user guides.Training materials and sessions for Datamatics staff.
Education and Work ExperienceBachelor’s degree in Computer Science, Information Technology, or a related field. Advanced certifications in Microsoft 365 development are preferred. Technical KnowledgeExpert proficiency in backend Microsoft 365/SharePoint Online development, including SPFx, PowerShell, and Microsoft Graph API. SharePoint Framework (SPFx) for Backend Services: Experience writing robust Web Parts or Extensions, especially for backend services (e.g., consuming internal APIs, managing data transactions). Microsoft Graph API: Advanced knowledge of utilizing Microsoft Graph for data manipulation, permission management, and content operations within SharePoint, Teams, and Azure services. PowerShell/PnP PowerShell: Expertise in scripting M365 administration, deployment, and configuration tasks. The assignment will involve integration tasks with the AvePoint Cloud Governance platform and the PoolParty Taxonomy Management System. Experience with PoolParty taxonomy management and AvePoint Cloud Governance. Taxonomy Integration (PoolParty): Specific, demonstrable experience in experience with SharePoint Term Store and list/library metadata management, and conceptual understanding of taxonomies. API Development & Consumption: Proven track record of designing, securing, and consuming complex internal and external services. Data Modeling & Security: Expertise in handling sensitive data within M365, including proper data segregation, encryption at rest/in transit, and adherence to zero-trust principles. AvePoint Cloud Governance: Experience utilizing, configuring, and extending AvePoint Cloud Governance (or any other advanced Microsoft 365 Governance tool) for site and workspace provisioning. Automated Deployment Pipelines: Ability to configure AvePoint policies to automatically execute complex post-provisioning steps, specifically: Setting up SharePoint library connections to the PoolParty Term Store. Implementing custom logic within the AvePoint provisioning lifecycle. Strong knowledge of enterprise search integration and metadata management. Microsoft Search: Deep understanding of Microsoft Search backend configuration. Search-Driven UI Implementation: Ability to architect, lead design work, and implement custom and customizable page templates, search pages and web parts (using SPFx or other frameworks) that leverage refined queries and managed properties for content retrieval and discoverability.
ExperienceAt least 7 years of experience in Microsoft ecosystem development, with 3+ years focused on SharePoint/M365 backend integrations. Demonstrated experience in designing and implementing complex system integrations and APIs. Soft SkillsAbility to translate previously identified business and functional needs into technical specifications. Strong consultative and problem-solving skills. Excellent verbal and written communication skills. Ability to lead technical discussions and collaborate with cross-functional teams. Preferred Experience: Experience working in the financial services or international organization sectors. Familiarity with ADB’s governance and compliance standards is an advantage.
Work ArrangementHybrid, requiring contractors to report onsite three times a week. If the user unit requires contractors to report to HQ for more than 3 days, compliance is mandatory.Work Schedule is from 8:00AM – 5:00PM Manila Time.
Key responsibilities include translating institutional records policies into actionable workflows, configuring SharePoint site structures and governance models, and ensuring compliance with AO 4.08. The Senior BA will also provide technical support in site administration, workflow automation, and integration with third-party tools, while coordinating with business stakeholders to support department-level transitions to SharePoint-based records management.
Tasks of the Business Analyst will include the following:Strategic Planning & EngagementSupport the phased rollout of EDRMS as outlined in the departmental rollout plan.Engage with departmental Sponsors and focals to confirm pre-work, site structures, and readiness for rollout.Support the kick-off meetings and wrap-up sessions with department sponsors and focals.Business Process AnalysisReview existing SharePoint sites and departmental file plans to develop baseline site structures.Analyze workflows for records declaration, disposition, and site governance.Document business requirements for site libraries, folder structures, and permission models.Design & ImplementationDesign and validate workflows for site creation, metadata tagging, and record lifecycle management.Align with Records Management team to ensure alignment with institutional standards.Support configuration of read-only transitions for legacy sites and go-live handovers.Design SharePoint sites to ensure alignment with record lifecycle management.Technical Support & AdministrationConfigure SharePoint Online sites, libraries, lists, and permissions in alignment with approved site structures.Administer SharePoint features such as content types, retention labels, and site policies to support EDRMS requirements.Assist in implementing and testing Power Automate workflows for document lifecycle and approvals.Support integration of SharePoint with third-party tools.Troubleshoot technical issues related to site provisioning, workflows, and permissions; coordinate with ITD for escalations.Monitor site performance, storage, and adoption metrics; propose improvements for usability and efficiency.Maintain technical documentation (configurations, workflows, issue logs, resolution steps) and provide knowledge transfer to departmental focal as needed.Adoption and Change ManagementAssist in the EDRMS training on Records Management and SharePoint Assist in departmental briefings, workshops, and coaching sessions to ensure adoption and compliance.Monitor rollout progress through reports and monthly check-ins with focal points.Documentation & ReportingMaintain documentation of rollout activities, site structures, and stakeholder feedback.Provide input into high-level solution designs and change requests related to EDRMS features.Track and report on rollout milestones, risks, and mitigation strategies.
Requirement and Qualification (Education & Work Experience)The Senior BA (Technical) is required to have the following qualifications, skills and experience:Minimum 5 years of experience in business analysis, preferably in records management or SharePoint-based systems.Strong understanding of digital records lifecycle, retention policies, and metadata governance.Experience with AO 4.08 or similar institutional records frameworks.Proficiency in workflow design, documentation, and stakeholder coordination.Familiarity with tools such as AvePoint Products, Power Automate, and SharePoint Online.
Reporting and Coordination The Senior BA (Technical) will report to the EDRMS Product Manager and Product Delivery Manager.For the provision of staff augmentation services, the Agency Personnel will take instructions from the Manager at the Information Technology Department at Datamatics and work closely with the project team, internal and external stakeholders.The Agency Personnel will provide any other services as required by the team and Datamatics supervisor or user unit.This Terms of Reference pertains to the request for staff augmentation services from a qualified IDIQ Agency under the IDIQ contract between the Agency and Datamatics. The agency personnel providing these services do so on behalf of the IDIQ Agency and are not considered employees of Datamatics. All Agency Personnel must adhere to the latest Annual Agency Personnel Ethical Statement for Contractors Personnel and the Guidelines for ITD IDIQ IT Service Providers. Additionally, all Agency Personnel are reminded to comply with ADB standards, rules, and policies throughout the delivery of services.
Work ArrangementWork Schedule is from 8:00AM – 5:00PM Manila Time.The contractors will report onsite as necessary
The Associate IT Analyst (Software License and Procurement) will be part of the Vendor Management Services under the ITD ITDW to support the end-to-end processes of software license management, IT asset procurement, and vendor coordination, ensuring alignment with organizational policies and the evolving needs of the Datamatics IT environment.
ResponsibilitiesA. Software Management Act as part of the process owners for software license management, maintaining accurate records and documentation. Liaise with different ITD stakeholders in activities related to monitoring, updating, and reconciling software license entitlements and utilization, ensuring compliance with contracts and regulatory requirements. Manage the ITD software license register and asset inventory using ITAM tools (e.g., ServiceNow, Flexera). Facilitate contract administration, renewals, and lifecycle planning for software assets.Coordinate with vendors for licensing agreements, contract renewals, training, and support. Prepare and present regular reports and dashboards on license utilization, compliance, and asset status. Support audit and compliance activities related to software management.
B. Procurement & Vendor Management Assist in developing procurement strategies and plans for software assets. Conduct market research and supplier evaluation to inform procurement decisions. Support in preparing and reviewing procurement documentation (e.g., SOWs, RFIs, RPDCs, etc.) and processes. Collaborate with internal stakeholders (e.g., PMO, VMO, CSPC, etc.) to gather vendor performance data. Track procurement activities, monitor progress, and propose solutions to mitigate risks and issues. Ensure availability of accurate data and timely notifications for expirations and renewals. Drive process improvements in procurement and vendor management practices. C. Stakeholder Engagement, Reporting, and Other Tasks Liaise with ITD units, project teams, and vendor partners to ensure alignment of procurement and software asset management activities. Provide timely and accurate information to stakeholders, supporting decision-making and process improvements. Support planning and coordination of vendor governance meetings, vendor-related events, trainings, etc. Perform any other tasks that may be assigned from time-to-time by your supervisor or team to support the vendor management services function or other IT department related initiatives.
Requirement and Qualification (Education & Work Experience) Bachelor’s degree in Information Technology, Business, Finance, or a related field.Demonstrated interest in IT procurement, software licensing, vendor management, or IT asset management through coursework, academic projects, internships, or volunteer experience.Familiarity with productivity tools (e.g., MS Excel, O365); experience with IT asset management tools (e.g., ServiceNow, Flexera, etc.) is an advantage but not required. Strong analytical and problem-solving skills, with attention to detail and a methodical approach to work. Good written and verbal communication skills. Ability to work collaboratively in a multicultural team environment. Eagerness to learn and adapt to new processes, tools, and technologies. Organizational skills and the ability to manage multiple tasks and priorities. Professional certifications (e.g., ITIL, IAITAM) are a plus but not required; willingness to pursue relevant certifications is encouraged. Reporting and Coordination For the provision of staff augmentation services, the Agency Personnel will take instructions from the Manager at the Information Technology Department at Datamatics and work closely with the project team, internal and external stakeholders.
Work ArrangementHybrid, requiring employees to report onsite three times a week. If the user unit requires contractors to report to HQ, compliance is mandatory. Work Schedule is from 8:00AM – 5:00PM Manila Time.
As a team lead, he/she would have experience in a supervisory/manager role in a call center. The incumbent would be the primary point of contact with the client and would be responsible for all day-to-day activities.
Key responsibilitiesEnd-to-end service delivery as per direction from the client. Provide insights to the leadership on areas of improvement and manage change within the process. Resource management — to assure delivery consistency and high-quality service. Resource development to ensure that learning and capability enhancement are a focus area. Continuous improvement to improve service delivery and ensure maximized efficiencies across all program processes. Propose corrective/improvement solutions based on facts and data and implement and track improvement projects throughout the program. Ensure consistency with the customer by calibrating quality ratings through successful interactions with the client quality team.
Qualifications & Desired Skills
2 years of experience as a Team Leader or managing a team with sales, telemarketing, cold calling and lead generation background is preferredStrong understanding of lead generation techniques, tools, and metrics.Excellent interpersonal and communication skills.Ability to motivate and manage a team to meet targets under pressure.Proficiency in CRM systems and lead management tools
Job Description:
A Trainer is responsible for facilitating learning and development programs to enhance the skills, knowledge, and performance of employees within an organization. Trainers use various instructional techniques to ensure that participants acquire the required competencies to meet organizational goals and objectives.
Key Responsibilities:Training Program DevelopmentCollaborate with instructional designers or subject matter experts to create and update training materials.Adapt training programs to meet organizational needs.Training DeliveryConduct in-person, virtual, and e-learning training sessions.Ensure engaging and interactive learning experiences.Phone TimeDedicate 20 calls a month (5 calls per week) when not training a batch.Phone time may increase or decrease depending on evaluation and business/project needs.Calls will be audited by the quality team. As an SME for the project, the trainer is expected to adhere to the quality standards and achieve the required passing score. Should areas of opportunity be identified, the trainer and manager will need to collaborate to address these issues. The trainer is expected to be fully capable of handling the project training effectively.Stay updated on real-time processes and product knowledge.Participant AssessmentEvaluate training effectiveness through quizzes, tests, and feedback.Provide constructive feedback to participants.Training DocumentationMaintain records of sessions, attendance, and performance.Keep training materials up to date.Individual Development PlansWork with managers and HR to create employee development plans.Continuous ImprovementStay updated on industry best practices and improve training programs.Feedback and EvaluationGather feedback to enhance training content and methods.
Qualifications:Bachelor’s degree in education, Training and Development, or a related field. Relevant certifications are a plus.Proven experience as a trainer or in a similar role.Strong communication and presentation skills.Knowledge of instructional design and adult learning principles.Proficiency in using training technology, learning management systems, and e-learning tools.Strong organizational and time management skills.Adaptability to different learning styles and needs.
Key responsibilitiesManage inbound and outbound sales calls for existing accounts and new customer acquisitionPrepare and deliver accurate, timely quotations using the client’s ERP systemEffectively negotiating pricing, payment terms, and sales conditionsProvide dedicated pre-sales support and thorough post-sales follow-upRegularly engage with customers to strengthen long-term relationshipsConduct proactive telemarketing campaigns to warm and cold leads provided via CRMAchieve defined monthly and quarterly sales quotas, consistently meeting KPIs related to call volume, conversion rates, and customer satisfactionCollaborate closely with other teams to escalate and resolve complex customer issues and provide valuable feedback for product improvementDevelop a deep understanding of our products and services, ensuring familiarity with all key features and functionality, to effectively address customer queries
Qualifications & Desired SkillsMust have at least 1 year of strong sales experiencePreferred B2B experience, with a proven track record in selling a wide range of products and services, ideally across large catalogs in the US market.Background in the medical/healthcare industry is preferred but not requiredExcellent communication skills, both verbal and written.Strong negotiation abilities with experience in pricing, delivery processing, and closing sales.Proven ability to build and maintain long-term client relationships and partnerships.Experienced in both outbound and inbound sales calls, driving revenue through effective customer engagementWilling to be part of 3 moths project-based and absoprtion base on performance
