Operations Manager

1 week ago

Manila, National Capital Region, Philippines De Castro Consulting PH Full time

About the Company

Tera Bridgetowne, QC

About the Role

Oversee day-to-day operations of clinical accounts (or teams), including staffing, scheduling, and performance management.

Responsibilities

  • 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

Qualifications

  • Preferably a US-licensed RN (USRN) or someone with substantial clinical operations experience in a BPO / healthcare setting

Required Skills

  • 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

Preferred 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

Pay range and compensation package

Graveyard / US shift

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.

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