Operations Manager

2 weeks ago

Quezon City, National Capital Region, Philippines 77a2be2a-f9e9-4477-88f2-86ba67479fdd Full time ₱900,000 - ₱1,200,000 per year

Location: Tera Bridgetowne, QC

Work Model: Onsite Shift: Graveyard / US shift

Candidate Profile / Requirements
  • Preferably a US-licensed RN (USRN) or someone with substantial clinical operations experience in a BPO / healthcare setting
  • Proven experience in operations management (ideally in healthcare BPO), including managing teams, working with quality and training, and coordinating cross-functional initiatives
  • Strong understanding of utilization management, clinical workflows, and performance metrics
Key Responsibilities
  • Oversee day-to-day operations of clinical accounts (or teams), including staffing, scheduling, and performance management
  • Ensure alignment between quality / training initiatives and operations goals
  • Work closely with Training & Quality leadership to integrate QA feedback into operational improvement
  • Monitor and drive key performance indicators (KPIs) for operations, including quality, utilization, productivity, and client SLAs
  • Lead operational planning for peaks, ramps, and hypercare periods
  • Identify process inefficiencies in clinical operations and implement improvements
  • Coordinate with client stakeholders for operational reviews, escalations, and engagement
  • Support recruitment and onboarding in collaboration with training teams (especially during growth phases)
  • Manage budget, resources, and staffing to meet operational targets
  • Champion a culture of continuous improvement, ensuring that operational practices support high quality and regulatory compliance
Competencies & Skills
  • Strong leadership and people management skills
  • Excellent problem-solving and process improvement mindset
  • Ability to analyze data (performance, staffing, quality) and make data-driven decisions
  • Project management capabilities
  • Good communication skills to liaise with clients, quality teams, training teams, and staff

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