Assistant Manager Operations (US Healthcare) | Pasig

Omega Healthcare Management Services Inc.; Pasig; Presencial; PHP 450 000 - 750 000; Tempo integral

Resumo da oferta

Omega Healthcare Management Services Inc. is seeking a seasoned Operations Coach to lead Team Leads and ensure attainment of service levels. The role emphasizes coaching, performance analysis, and process improvements to optimize client satisfaction and efficiency.

The position requires leadership ability, strong planning, and the capacity to drive change in a fast-paced healthcare BPO environment. Collaborative teamwork and adherence to quality standards are essential.

Qualificações

• Must have proven leadership experience managing teams.
• Experience in BPO/Healthcare operations preferred.
• Strong process improvement and change management capabilities.

Responsabilidades

• Meet all client service level agreements and deliverables.
• Ensure team understands client-specific training requirements.
• Analyze performance results and implement process improvements.
• Determine staff levels and strategies for efficient operations.
• Collaborate with support departments to execute staffing plans.
• Assist data collection for billing, hours, and invoicing prep.
• Lead regular team meetings and communicate updates with timelines.
• Serve as single point of contact for team leads with clients and staff.
• Escalate performance issues to management promptly.
• Ensure adherence to QMS and ISMS standards.

Conhecimentos

Leadership

Team management

Process improvement

Communication

Formação académica

College Graduate

Descrição da oferta de emprego

JOB PURPOSE:

This position is responsible for coaching and supporting Team Leads and ensures that each team lead meets or exceeds their team performance. This position is also responsible for ensuring client quality and service levels are met on a consistent basis.

PRIMARY DUTIES & RESPONSIBILITIES:

• Meet all Client Service Level Agreements (deliverables)




• Ensure the team understands client specific training requirements / needs etc.




• Analyze performance results of the team and implement process improvements




• Determine appropriate staff levels and implement strategies to ensure efficient operations




• Work with support departments to ensure staffing strategies are effectively executed




• Support the data collection for billing process, billable/non-billable hours & preparation of Invoice




• Hold team meetings on a regular basis with direct reports.




• Communicate all process and client updates to direct reports within specific timelines and keep record for such updates




• Act as single point of contact for the team leads for all their client and team member needs and create a harmonious work environment




• Escalate performance related issues with respect to his TL to management in a timely manner.

Escalate client complaints to Ops Head and resolve escalated customer issues, CAPA to be followed.

Performs any other duty assigned by respective Ops Head

Act as authorized person for sanctioning team leads leave thru HRIS

Responsible for day-to-day functional supervision of each team, including productivity of the team, quality %, track absenteeism of the team and encourage team leads to complete performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

Ensure that the team’s adherence to QMS and ISMS standards like ISO 9001:2000 and ISO 27001.

SKILL SET:

• Preferably Total 5-8 years of experience in the BPO\Healthcare




• College Graduate




• Preferably minimum 1-3 years of managerial experience

Candidate Profile:

Excellent Leadership & Interpersonal relationship

Strong Process Management & planning skills

Embrace change and think operationally to achieve business goals

Proven process improvement experience