Client Service Director

9 hours ago

Manila, National Capital Region, Philippines beBeeOperations Full time ₱2,500,000 - ₱3,500,000
Job Summary

The Operations Manager provides leadership and direction in a high-volume, fast-paced client service environment. They ensure delivery of consistent quality customer service experience for members and providers who contact the Client Care Centre.

Key Responsibilities
  • Execute the management operating system requirements for forecasting, planning, follow-up reporting, and evaluation.
  • Communicate effectively to ensure consistent experience for representatives and members.
  • Interact directly with members as required.
  • Manage team performance daily to ensure service and quality objectives are being attained and maintained.
  • Analyze metrics and ensure Supervisors take appropriate and timely action.
  • Understand and deliver on all key performance metrics virtually.
  • Ensure staff have the knowledge, training, experience, tools, and technology needed to achieve business results.
  • Provide leadership, coaching, and mentoring to Supervisors to develop their competencies and position them for success.
  • Foster a work environment that values people and encourages participation, creativity, learning, and accountability.
  • Responsible for employee recruitment to meet business objectives.
  • Ensure teams adopt and sustain change.
  • Identify opportunities for process and system improvements.
Qualifications and Competencies Required
  • Proven client service skills.
  • Results-oriented with proven leadership capability.
  • Ability to influence change through positive motivation.
  • Ability to build consensus with a decision-making process.
  • Capable of working in a structured and tactical management operating system.
  • Strong coaching, leading, and performance management skills.
  • Able to build sustainable processes and identify continuous improvement opportunities.
  • Excellent change management skills.
  • Strong communication skills (verbal and written).
  • Strong team player/team building skills.
  • Strong organizational and decision-making skills.
Requirements
  • Bachelor's degree.
  • At least 2 years' recent experience as an Operations Manager supporting a healthcare account.
  • At least 5 years' leadership experience.
  • Strong analytical and problem-solving skills.
  • Outstanding communication skills – written and verbal.
  • Ability to deal with stressful situations.
  • Ability to deliver difficult news in a tactful and sensitive manner.
  • Critical thinking and stellar customer service skills.
  • Adaptability, flexibility, and strong decision-making skills.
  • Demonstrated ability to lead through change.
  • Strong communication and interpersonal skills.
  • Solid organizational and motivational skills.
  • Good presentation skills.
Preferred Qualifications
  • Experience in transitioning new processes.
  • Understanding of Six Sigma and/or Lean environment.
  • Experienced in leading client experience-based processes on CSAT and NPS.
  • Highly skilled with MS Excel/Word and PowerPoint.

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