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Operations Team Lead

3 weeks ago

Cebu City, Central Visayas, Philippines Omega Healthcare Management Services Inc. Full time
About the Role

This position is responsible for coaching and supporting team leads to ensure each team meets or exceeds their performance targets.

The successful candidate will also be responsible for ensuring client quality and service levels are consistently met.

Key Responsibilities:

  • Meet all Client Service Level Agreements (deliverables)
  • Ensure team members understand client specific training requirements and needs
  • Analyze performance results of the team and implement process improvements
  • Determine appropriate staff levels and implement strategies for efficient operations
  • Work with support departments to ensure effective execution of staffing strategies
  • Support data collection for billing process, billable/non-billable hours and preparation of invoice
  • Hold regular team meetings with direct reports
  • Communicate all process and client updates to direct reports within specified timelines and maintain records
  • Act as single point of contact for team leads for all client and team member needs and foster a harmonious work environment
  • Escalate performance related issues with respect to TLs to management in a timely manner
  • Escalate client complaints to Ops Head and resolve escalated customer issues following CAPA procedures
  • Perform any other duties assigned by respective Ops Head
  • Authorize team lead leave through HRIS system
  • Responsible for day-to-day functional supervision of teams, including productivity, quality %, track absenteeism and encourage team leads to complete performance appraisals in accordance with organization's policies and applicable legal requirements
  • Ensure team adherence to QMS and ISMS standards like ISO 9001:2000 and ISO 27001

Requirements:

  • Preferably 5-8 years of experience in BPO/Healthcare
  • Graduate degree preferably in Life Sciences
  • Preferably minimum 2-3 years of managerial experience

Candidate Profile:

  • Excellent leadership and interpersonal skills
  • Strong process management and planning skills
  • Embrace change and think operationally to achieve business goals
  • Proven process improvement experience
About Us

We are a leading healthcare management services provider dedicated to delivering high-quality patient care and exceptional client service.