Operations Excellence Manager

1 day ago

Bacoor, Calabarzon, Philippines beBeeLeadership Full time ₱2,500,000 - ₱3,500,000

Operations Manager Role Overview

Job Description

As an Operations Manager, you will provide leadership and direction in a high-volume client service environment. Your primary responsibility is to ensure consistent quality customer experience for our members and providers who contact the Client Care Centre. You will coach, develop, and motivate Client Care Representatives (CCRs) to meet performance targets.

The Operations Manager reports to the Head of Contact Centers and is responsible for direct team management. This role requires strong execution of the management operating system, which involves forecasting, planning, follow-up reporting, and evaluation.

Key responsibilities include:

  • Executing the management operating system requirements
  • Communicating effectively with representatives and members
  • Interacting directly with members as required
  • Managing team performance to ensure service and quality objectives are met
  • Analyzing metrics and ensuring Supervisors take timely action
  • Understanding and delivering on key performance metrics virtually
  • Delivering on key financial objectives
  • Ensuring staff have necessary knowledge, training, experience, tools, and technology to achieve business results
  • Providing leadership, coaching, and mentoring to Supervisors
  • Championing the coaching model
  • Fostering a work environment that values people and encourages participation, creativity, learning, and accountability
  • Recruiting employees to meet business objectives
  • Ensuring teams adopt and sustain change
  • Identifying opportunities for process improvements
  • Communicating openly with teams to ensure messages and initiatives are clearly understood
Required Skills and Qualifications

Proven client service skills, results-oriented leadership capability, ability to influence change through positive motivation, and strong communication skills are essential for this role. Additionally, the candidate should have:

  • Ability to build consensus through decision-making processes
  • Capacity to work 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
Benefits

This role offers excellent benefits, including a competitive salary, comprehensive health insurance, and a supportive work environment. The successful candidate will have the opportunity to work with a dynamic team and contribute to the success of our organization.

Others

Additional information about this role includes:

  • Bachelor's degree or equivalent qualification
  • 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

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