Director Operations

Work Location: Zeta Bridgetown QC

Work Arrangement: Onsite

Work Hours: US shift schedule

DUTIES & RESPONSIBILITIES:

• Has overall responsibility of the Project Portfolio
• Responsible for all departments within the account. This includes Operations, Training & Development, Quality & Process Improvement, Employee Relations and Workforce Management
• Oversee the full scope of the operations and direct the staff in the areas of: Operations & Performance Management, People Management, P&L Management, Revenue Profit and Cost management, Sales & Client Services, Training & Process Management, Leadership, Strategy and Organizational/Program safety and Security

Operations & Performance Management

• Leads the execution of programs and strategies by coordinating efforts through all concerned operations and support groups

• Manages all assigned accounts with a focus on achieving defined business goals and objectives through coordination and partnership with key business partners

• Drives revenue through effective management strategies

• Positions the business for growth in new revenue generating capacities

• Uses information and analysis to prepare and conduct negotiations for call center service agreements

• Negotiates contractual terms, conditions, and pricing

• Develops and maintains contracts and contract relationships for call center services support programs, proposal review, risk assessment/management, monitoring of payer compliance, and conflict resolution

• Develops, defines and maintains the budget and operating plan for the different accounts assigned to him/her (as applicable)

• Facilitates meetings with higher management, peers, clients, groups of other departments or with subordinates

• Develops, implements, and communicates long-term objectives of the organization to the call center units

• Sets goals with the high-level management team, makes decisions and maintains a results orientation

• Takes corrective actions whenever goals are not met

• Ensures that department's objectives are aligned with the organization's objectives

• Reviews daily performance activities to ensure that objectives are met

• Conducts performance discussions with call center managers

• Identifies strategic issues facing functional area or responsibility

• Coordinates, negotiates and works with other groups within or outside of the organization to meet service level agreements, maximize the center's ability to increase operating efficiencies and achieve organizational objectives

• Provides complete analysis and appropriate recommendations to superiors aimed at resolving issues encountered at own level

• Communicates delivery of service or product issues that affect company's market position or reputation to other company management

• Participates in the interviewing and hiring of call center managers

• Aids call center heads to understand how to use tools that measure their unit's performance

• Conducts operations performance reviews with call center managers on a monthly basis

• Communicates operations' performance statistics to MANCOM and other key stakeholders

• Suggests changes and/or modifications to current training programs necessary to meet customer service needs and call handling standards

People Management

• Fosters teamwork and collaboration

• Manages employee engagement and retention

• Motivates, develops and retains strong teams committed to organizational goals

• Recognizes and rewards health care associates, managers, team Leads, trainers, and team performance

• Identify growth opportunities for staff and encourage participation

• Adept at championing change through building relationships with peers, business leaders, and vendors

• Provides guidance and direction to staff including hiring, disciplinary action, staff development, goal formulation and performance review

• Manages direct reports' behavior and implements necessary reinforcement or disciplinary action

• Prepares and implements development plan for managers

• Motivates and disciplines call center managers for maximum productivity

• Provides coaching and counseling as necessary

• Delegate tasks and monitors execution; takes corrective action in cases where delegation fails

• Assesses performance of the call centers' managers

• Implements the organization's succession planning system

Revenue, Profit & Cost Management

• Has overall responsibility of managing the account's cost center

• Demonstrates sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management

• Strong operations management capabilities coupled with strong profit orientation- both top line and bottom line consciousness as well as a strong adherence to "cost – value"

• Prepares budgets at the start of every financial year to project sales, cost and profitability

• Responsible in revenue delivery and cost targets

• Identifies areas of opportunities to reduce overall cost with increasing efficiency across the program

• Analyzes the deviations from budget to the actual financials and come up with action plans and remedial measures to augment negative variance

Sales and Client Services

• Develops and maintains positive relationships with client through regular communication on an ongoing basis via – email, meetings, conference calls and face-to-face meetings

• Meets corporate clients' needs and provides resolutions to problems

• Acts as a primary point of Contact for all communications

• Leads metrics reporting meetings, improvement plan discussions / and or requesting client support

• Prepares for and participates in client visits to the center

• Proactively partners with client to deliver cost effective, value add, and quality solutions

• Responsible for the growth of the portfolio: Nurture existing relationship to generate additional business and acquire new relationships/business

• Acts as an ambassador for the promotion of the Philippines and Sagility as a location for the development of new service offering to prospective new businesses as well as for the expansion of existing portfolio/businesses

Training & Development

• Manages and partners with the Training Manager in continually improving the delivery of client-provided training program, identify potential process improvement projects, performs trend analysis and develops projects/initiatives in line with business imperatives and goals

• Partners with HR and other key corporate support organizations to ensure training and development needs support business objectives

• Assists the Training Manager in the determination of the metrics, policies and standards for Training development and delivery across all lines of business. Partners with Human Resources (HR), external partners/vendors and corporate support teams to ensure that company's training methodologies, tools, policies and standards meet or exceed the current standards being adopted across the industry

• Partners with HR in the creation and delivery of leadership training and development for support staff

• Guides training and development manager in the supervision, coaching and development of training staff and business initiatives related to training

Quality Process Management

• Works closely with the Process Improvement Manager and Business Excellence Director in identifying and helping execute training requirements as well as reviewing quality performance related projects of the managers
• Develop quality improvement strategy in accordance with business goals and objectives
• Identifies and approves Quality Process improvement projects
• Facilitates complex process mapping and problem identification sessions to determine current and desired state processes
• Provides Senior Management and project sponsor updates on project activities, benefits achieved and overall status against project plan
• Coordinates and standardizes the best practices across the program from internal practice as well as from outside the organization

Leadership

• Ensures consistent and appropriate application of corporate policies
• Champions and advocates position of the organization
• Espouses and advocates the corporate culture through behavior modeling
• Identifies the external and internal customers and define their requirements

Strategic Role

• A strong contributor in supporting the senior management in developing operating strategy, overall profitability, implementing safety guidelines and safeguarding information security and ensuring process improvements for the business unit
• Develop a strategic management program to include Risk Management philosophy
• Requests and analyzes business information and competitive information to formulate strategies for outsourced call center programs, technology valuation, pricing calculation and deal structuring to ensure profitable outcomes
• Integrates plans and objectives that align with overall corporate strategy
• Participates in the design of systems and policies in accordance with customers' needs and established standards.

Experience & Background

• 10–15 years
  of progressive operations leadership experience.
• 3–5 years
  at the Director level in healthcare operations.
• Strong background in
  payer/provider services
  and
  front office staffing.
• Prior exposure to
  Facets, Lifeline
  or
  pharmacy
  is highly preferred.
• Experience leading
  200+ FTEs
  in a US healthcare environment.