Assistant Manager

Operations; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive compensation package

Career development & advancement

Team-building activities

Work-life balance

Job summary

KAVI Philippines is seeking an experienced Assistant Manager to join our healthcare claims processing team. Supporting the Operations Manager, you will help lead a team of about 25 Claims Processing Executives, focusing on performance monitoring, coaching, and process improvements to drive operational success.

You will supervise day-to-day activities, mentor specialists, monitor KPIs, and collaborate with Quality, Training, IT, and HR to meet service goals.

Qualifications

• 5–7 years of experience in call center operations, preferably healthcare (RCM/AR experience a plus).
• Minimum 2 years in a leadership or supervisory role.
• Fluent in English, with strong verbal and written communication skills.
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint).

Responsibilities

• Support operations in supervising and managing day-to-day activities of the call center team.
• Provide direct coaching and mentoring to a team of Claim Resolution Specialists to drive efficiency and quality.
• Monitor key performance metrics and assist in implementing strategies for improvement.
• Promote a culture of continuous improvement and accountability within the team.
• Assist with workforce planning and ensure shift schedules are met.
• Support quality assurance efforts and maintain high levels of customer service.
• Participate in performance evaluations and provide regular feedback to team members.
• Communicate updates and process changes clearly to ensure team alignment.
• Collaborate with internal departments such as Quality, Training, IT, and HR to address operational needs.
• Assist in the recruitment, onboarding, and training of new team members.
• Act as a liaison between the frontline team and management to elevate concerns and share insights.
• Serve as a subject matter resource on claims resolution processes and client expectations.

Skills

Team Leadership

Coaching

Performance Monitoring

English Communication

Workflow Optimization

Education

Bachelor’s Degree or equivalent

Tools

Microsoft Office

Job description

KAVI Philippines is looking for an experienced Assistant Manager to join our healthcare claims processing team. Supporting the Operations Manager and help lead a team of approximately 25 Claims Processing Executive. Focusingon performance monitoring, coaching, and process improvement to ensure operational success.

Team Leadership and Mentoring

Strategic Planning and Execution

Workflow and Process Optimization

Performance Monitoring and Analysis

Responsibilities

• Support operationsin supervising and managing day-to-day activities of the call center team.
• Provide direct coaching and mentoring to a team of Claim Resolution Specialists to drive efficiency and quality.
• Monitor key performance metrics and assist in implementing strategies for improvement.
• Promote a culture of continuous improvement and accountability within the team.
• Assist with workforce planning and ensure shift schedules are met.
• Support quality assurance efforts and maintain high levels of customer service.
• Participate in performance evaluations and provide regular feedback to team members.
• Communicate updates and process changes clearly to ensure team alignment.
• Collaborate with internal departments such as Quality, Training, IT, and HR to address operational needs.
• Assist in the recruitment, onboarding, and training of new team members.
• Act as a liaison between the frontline team and management to elevate concerns and share insights.
• Serve as a subject matter resource on claims resolution processes and client expectations.
• Take on additional responsibilities as required by leadership.

Must Have

• 5–7 years of experience in call center operations, preferably in healthcare (RCM/AR experience a plus).
• Minimum 2 years in a leadership or supervisory role.
• Bachelor’s degree or equivalent work experience.
• Fluent in English, with strong verbal and written communication skills.
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint).
• Strong coaching, problem-solving, and interpersonal skills.
• Ability to work flexible shifts aligned with U.S. CST hours.
• Strong customer focus and commitment to service excellence.

Nice to Have

• Experience in workforce planning or performance management.
• Familiarity with quality assurance and operational KPIs in a call center environment.
• Previous experience training and onboarding new team members.
• Exposure to healthcare claims processes or client expectations.

What's great in the job?

• Great team of smart people, in a friendly and open culture
• No dumb managers, no stupid tools to use, no rigid working hours
• No waste of time in enterprise processes, real responsibilities and autonomy
• Expand your knowledge of various business industries
• Create content that will help our users on a daily basis
• Real responsibilities and challenges in a fast evolving company

What We Offer

At Kavi Philippines, every employee has the opportunity to make a meaningful impact. We foster a collaborative environment where ideas are valued, contributions are recognized, and professional growth is encouraged.

We believe in investing in our people through continuous learning, career development, and a supportive workplace culture.

Competitive Compensation

Attractive salary package and benefits.

Clear pathways for professional development and advancement.

Employee Engagement Activities

Team-building activities, company events, and employee recognition programs.

Join a team of talented professionals in a supportive culture that encourages collaboration, recognizes contributions, and values work-life balance.