Operations Manager I

Operations Manager will effectively drive service delivery for multiple campaigns in Healthcare.

This role needs to strike and achieve a good balance in the following areas of focus: 

• Develop and implement operational policies, procedures, and standards to streamline processes and enhance efficiency.
• Strategic Partnership – contribute to management team’s strategic decision-making, develop, and align strategies with the business.
• Change Agent – enable and empower line managers to lead and facilitate change, ability to influence stakeholders to adopt harmonized and optimized processes.
• Operational Excellence Advocate – facilitate a culture of continuous improvement.
• Administrative Expert – ensure internal and external customer focus; manage people and costs.
• Employee Champion – develop strategies and help implement actions that enhance human capital contribution; ensure fair, ethical, and equitable people processes and practices.

Job Accountabilities:

• Operations Management and Service Level Delivery. Oversee day-to-day operations and deliverables of the organization maintaining consistent stakeholder satisfaction and ensure operational goals and objectives are achieved across all teams.
• Ensure that operations are constantly aligned with business priorities including annual goals set for the team. Drive agility in KPIs to ensure we pursue constant alignment with the business’ changing demands.
• Champion the “hybrid way of working” with a more empowered team focused in driving business value add while also supporting employee engagement and right talent retention.
• People Management - Supervises, leads, coaches, and inspires team and promotes continuous development geared towards meeting/exceeding performance and stakeholder expectations
• Reviews and evaluates work of the department and prepares performance reporting/evaluations, which can extend to validating individual productivity and work quality using trackers and monitoring tools.
• Resolve issues including but not limited to personnel, business and technical issues and create an environment that fosters both employee development and organizational growth.
• Confers and advises supervisors on administrative policies and procedures, technical problems, priorities, and method.
• Develop and manage budget, forecasts, and financial targets related to operations.
• Manages the work efforts of supervisors with the responsibility of performance appraisals and pay reviews.
• Conduct weekly team performance reviews with supervisors and/or stake holders.
• Review, develop and implement process improvements, departmental goals, and objectives. Make recommendations to enhance current procedures and policies to improve and maintain their effectiveness.
• Participate in business related meetings and follow up on discussion items related to area of responsibility.
• Collaborates with cross-functional teams to implement systems, technologies, and process improvements.
• Serve as point of contact for resolving operational issues and addressing customer concerns.
• Complete other duties as assigned.

Job Qualifications:

• At least 2 years of leadership experience in similar industry
• Must have a bachelor’s degree
• Has good people management and strategic partnership skills with stakeholders
• Strong familiarization and In depth knowledge in Operations
• Flexible with any assigned work arrangements and work shift schedules in different time zones
• Excellent work attitude and maintains good working relationship with team members
• Has good documentation skills and analytical skills
• Eagerness for continuous improvement and trainings
• Preferably has experience in Process Improvement initiatives
• Preferably Lean Six Sigma certified
• Competitive salary with annual increase and incentive
• 24 Paid Time-offs annually, 30 Paid Time-offs in the 5th year
• Comprehensive HMO for you and up to 4 Dependents
• Day 1 Life and Accident Insurance
• Flexible Retirement Plan
• Hybrid Work Set up. IT equipment will be provided.

For your convenience, our entire recruitment process is done virtually.

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as an operations manager?

How many years of people management experience do you have?

How many years' experience do you have in the BPO industry?

Do you have a Bachelor Degree?

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