Operations Excellence Manager

2 days ago


Cebu City, Central Visayas, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Description

This role is responsible for increasing revenue, maximizing process efficiency and cost-effectiveness, and ensuring excellent customer experience through effective leadership and supervision of daily operations and personnel.

The purpose of this role is to:

* Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms

Main Responsibilities:

• Collaborate with leaders to provide strategic and operational plans associated with the account
• Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
• Ensure all SLA parameters are met in the account and maintain a green card at all times
• Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
• Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
• Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project

Key Performance Indicators (KPIs):

• Timely submission of invoices to the client as defined in the SOW
• Regular cadence around contract compliance
• Evaluate performance with key metrics (accuracy, customer service metrics etc.)
• Set direction for the team, track progress against targets through regular cadence calls and course correct as required

Requirements:

We are looking for a candidate with experience in Healthcare domain, who has superior communication (oral, written), presentation, and interpersonal skills. You should also have the ability to develop and implement process enhancements including technology and performance, plan, prioritize, organize and communicate with clients effectively. Additionally, proficiency in voice and non-voice contact center applications, Work-force management applications, Quality tools and technologies, and other related Voice and Non-voice Contact Centre software is desired.

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