Operations Manager

1 week ago

Manila, National Capital Region, Philippines Viventis Search Asia Full time ₱1,500,000 - ₱2,500,000 per year

Responsibilities:

  • Drive achievement of team metrics, goals, and service-level targets through strategic leadership and performance management.
  • Oversee daily operations to ensure timely and accurate completion of team tasks and deliverables.
  • Enforce adherence to standard operating procedures (SOPs) and compliance guidelines; identified and resolved process inefficiencies.
  • Manage escalation of policy, compliance, and complex operational issues to ensure swift resolution.
  • Deliver exceptional client service by maintaining high operational standards and business rule compliance.
  • Administer multiple client business rules and customized workflows to meet unique service requirements.
  • Delegate and prioritize workloads to maximize team productivity, accuracy, and on-time delivery.
  • Maintain in-depth knowledge of client expectations, internal processes, and regulatory requirements.
  • Utilize expert database knowledge to monitor performance and optimize operational outcomes.
  • Collaborate with cross-functional teams and global leaders to drive consistency and process improvement.
  • Supervise and develop staff in alignment with company policies, procedures, and performance expectations.
  • Manage scheduling, training, time-off calendars, and resource coverage to ensure continuous operational support.
  • Lead regular team meetings to communicate goals, review progress, and promote engagement.
  • Consistently achieve department productivity, quality, and service benchmarks.
  • Establish individual employee goals, conducted performance reviews, provided coaching, and supported career development initiatives.

Qualifications:

  • Bachelor's Degree
  • Proven managerial experience within a BPO environment (required)
  • Solid background in healthcare account management (required)
  • Exceptional customer service orientation and client relationship skills
  • Strong leadership capabilities with a demonstrated ability to coach, counsel, and motivate team members
  • Excellent verbal and written communication, as well as strong interpersonal skills
  • Proficient in computer applications, including Microsoft Office Suite

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