Operations / Customer Experience Manager

1 day ago

Ayala Alabang, National Capital Region, Philippines beBeeLeadership Full time ₱1,200,000 - ₱1,500,000
Job Overview

This role is a high-impact opportunity for an experienced leader to drive exceptional customer service experience for our Group Benefits members and providers.

Key Responsibilities
  • Forecasting, planning, reporting, and evaluation requirements will be executed effectively.
  • Effective communication is essential to ensure a consistent experience for representatives and members.
  • Daily team performance management will ensure service and quality objectives are met.
  • Metrics analysis and driving action from Supervisors will be a key aspect of this role.
  • Key performance and financial objectives must be delivered on.
  • Staff will have the necessary knowledge, training, and tools to achieve business results.
  • Leadership, coaching, and mentoring of Supervisors will be provided.
  • A work environment that values people and encourages participation, creativity, learning, and accountability will be fostered.
Required Skills and Qualifications
  • Proven client service skills are essential.
  • Results-oriented leadership capability is required.
  • The ability to influence change through positive motivation is crucial.
  • Strong coaching, leading, and performance management skills are necessary.
  • Sustainable processes and continuous improvement opportunities must be identified.
Preferred Qualifications
  • An understanding of Six Sigma and/or Lean environment is desirable.
  • Experience in leading client experience-based processes on CSAT and NPS is beneficial.
  • Highly skilled with MS Excel/Word and PowerPoint is essential.
General Criteria for Job Application
  • A Bachelor's degree is required.
  • At least 2 years' recent experience as an Operations Manager supporting a Healthcare Insurance account is necessary.
  • At least 5 years leadership experience is required.
  • Strong analytical and problem-solving skills are essential.
  • Outstanding communication skills – written and verbal are necessary.

This is a remote-enabled position requiring a stable internet connection (at least 25mbps).

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