Assistant Operations Manager

Firstsource; Taguig; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Health benefits

Job summary

Liberty Dental is seeking an experienced Operations Manager to lead multiple teams and drive outstanding service delivery in a healthcare context. The role focuses on achieving performance targets, coaching leaders, and ensuring compliance with policies.

You will partner with HR, QA, and client teams to optimize workforce plans and sustain a high-performing culture across the organization.

Qualifications

• Bachelor's Degree preferred.
• Experience leading teams in customer service, healthcare, insurance, BPO, or contact center environment.
• Lean, Six Sigma, Project Management, or equivalent certifications are advantageous.

Responsibilities

• Leads and manages multiple teams to achieve operational, quality, member experience, productivity, and financial goals.
• Provides day-to-day leadership and direction to Team Executives and frontline teams.
• Ensures consistent execution of departmental strategies, policies, and procedures.
• Monitors key operational metrics and implements corrective actions to address performance gaps.
• Drives accountability across Team Executives through structured performance management and coaching.
• Coaches and develops Team Executives to strengthen leadership capability and succession readiness.
• Conducts regular leadership calibrations, performance reviews, and talent discussions.
• Identifies high-potential employees and supports career development opportunities.
• Supports employee engagement initiatives to promote a positive and high-performing culture.
• Partners with Human Resources on employee relations, disciplinary processes, attendance management, and performance improvement plans.

Skills

Leadership

People management

Problem solving

Analytical skills

Communication skills

Stakeholder management

Change management

Coaching

Workforce planning

Healthcare operations knowledge

Presentations

Education

Bachelor's Degree

Tools

Microsoft Excel

PowerPoint

Teams

Word

Job description

• Requires a Bachelor's Degree in any discipline or equivalent work experience.
• Current Team Executive, Trainer, QA, WFM, or equivalent leadership role preferred.
• No active corrective action within the last six (6) months.
• Consistently meeting or exceeding performance expectations.

Role & Responsibilities

Operational Leadership

• Leads and manages multiple teams to ensure achievement of operational, quality, member experience, productivity, and financial goals.
• Provides day-to-day leadership and direction to Team Executives and frontline teams.
• Ensures consistent execution of departmental strategies, policies, and procedures.
• Monitors key operational metrics and implements corrective actions to address performance gaps.
• Drives accountability across Team Executives through structured performance management and coaching.
• Coaches and develops Team Executives to strengthen leadership capability and succession readiness.
• Conducts regular leadership calibrations, performance reviews, and talent discussions.
• Identifies high-potential employees and supports career development opportunities.
• Supports employee engagement initiatives to promote a positive and high-performing culture.
• Partners with Human Resources on employee relations, disciplinary processes, attendance management, and performance improvement plans.

Performance Management

• Reviews and analyzes operational performance including Service Level, QA, Attendance, Productivity, FCR, AHT, and Member Experience metrics.
• Establishes action plans to address operational risks and performance deficiencies.
• Oversees performance improvement initiatives and tracks effectiveness through measurable outcomes.
• Ensures performance expectations are communicated consistently and fairly across all teams.

Customer & Client Management

• Serves as escalation point for complex member and provider concerns.
• Resolves high-impact service issues while maintaining client satisfaction and business objectives.
• Works closely with internal stakeholders and client partners to ensure delivery excellence.
• Supports client meetings, business reviews, and operational reporting requirements.

Workforce & Business Management

• Partners with Workforce Management, Training, QA, and Operations leaders to balance staffing requirements and operational demands.
• Drives compliance with schedules, staffing plans, and productivity expectations.
• Reviews operational trends, identifies emerging risks, and develops mitigation plans.
• Supports seasonal readiness planning, contingency planning, and business continuity activities.
• Identifies operational inefficiencies and leads improvement initiatives.
• Champions process standardization, automation opportunities, and best practice sharing.
• Uses data analysis and root cause methodologies to improve operational outcomes.
• Partners with Associate Director and senior leadership to implement strategic operational initiatives.

Compliance & Governance

• Ensures adherence to company policies, HIPAA requirements, client guidelines, and operational procedures.
• Maintains audit readiness and supports quality assurance initiatives.
• Reviews risk areas and implements corrective actions to prevent recurrence.
• Maintains accurate operational reporting and documentation.
• Supports implementation of new processes, systems, products, and client requirements.
• Leads operational readiness activities for business changes and project deployments.
• Acts as change champion to ensure successful adoption of new initiatives.

Leadership Continuity

• Serves as acting Operations Manager during periods of manager absence.
• Provides leadership continuity and ensures smooth business operations.
• Supports Director-level initiatives and strategic planning activities.

Educational / Professional Qualifications

• Bachelor's Degree preferred.
• Experience leading teams in a customer service, healthcare, insurance, BPO, or contact center environment.
• Demonstrated experience coaching leaders and driving operational performance.
• Lean, Six Sigma, Project Management, or equivalent certifications are advantageous.

Required Skills

• Strong leadership and people management skills.
• Advanced problem-solving and decision-making capability.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Excel, PowerPoint, Word, and Teams.
• Strong presentation and stakeholder management skills.
• Excellent verbal and written communication skills.
• Understanding of dental insurance principles, healthcare operations, and customer service delivery.
• Ability to influence cross-functional teams and drive organizational change.
• Strong coaching and talent development capabilities.
• Knowledge of workforce planning, quality management, and operational excellence methodologies.

Competencies That Will Be Assessed

Leadership & People Development

• Ability to motivate, coach, and develop leaders.
• Talent management and succession planning capability.

Decision Making

• Demonstrates sound judgment and operational risk management.

Business Acumen

• Understanding of Liberty Dental operations, customer experience, and business drivers.

Strategic Thinking

• Ability to identify opportunities, develop action plans, and drive results.

Stakeholder Management

• Ability to collaborate effectively with internal and external partners.

Role Suitability

• Demonstrated readiness for managerial responsibilities.

Selection Procedure

• Initial Interview: Human Resources – Frank Ventic
• Leadership Panel Case Study Presentation: Yvonne Reyes and Mylin Caberte, Rochelle Chico
• Liberty Dental Case Study and AD Interview: Rochellemarie Chico
• Final Interview: Johnanthony Misa

Assessment

Assessment: Case Study Presentation and Leadership Interview. The Case Study will be provided after passing the HR interview and the candidate will have a deadline of 3 working days after receiving to be sent to the panel before the case study presentation.

Application Process & Timelines

The last date to apply is August 14, 2026.