Healthcare Operations Leader - Global Customer Service

Q2 HR Solutions; Taguig; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Q2 HR Solutions is seeking an experienced Operations Manager – Healthcare Account to lead a healthcare customer service team, develop leaders, and ensure high standards of service for patients and customers across global stakeholders.

You will oversee daily operations, coach Team Leaders and Advisors, monitor performance, and drive improvements in processes and service delivery in a fast-paced, healthcare-focused environment.

Qualifications

• 10+ years in client services or operations.
• Healthcare accounts or healthcare-related services experience.
• 5+ years in mid-to-senior management.
• Experience managing customer service, contact center, or BPO operations.
• Inbound and outbound customer service experience.
• Strong people management and coaching skills.
• Excellent English communication skills.
• Able to work in fast-paced environment.

Responsibilities

• Lead day-to-day operations of healthcare customer service team.
• Support Team Leaders and frontline members.
• Ensure accurate, timely, professional support.
• Monitor performance, service quality, productivity, and KPIs.
• Coach and develop Team Leaders and staff.
• Conduct performance reviews and address concerns.
• Support recruitment, onboarding, and training of new team members.
• Collaborate with other teams and stakeholders across functions.
• Prepare performance and operations reports for senior management.
• Handle escalations and ensure resolutions.
• Improve employee engagement and retention.
• Coordinate with international stakeholders across time zones.
• Ensure compliance with quality and data privacy standards.
• Support other operational areas when needed.

Skills

People Management

Leadership

Coaching

Performance Metrics

Stakeholder Management

English Communication

Analytical Skills

Tools

Microsoft Excel

Job description

Q2 HR Solutions is seeking an experienced Operations Manager – Healthcare Account to lead a healthcare customer service team, develop leaders, and ensure high standards of service for patients and customers across global stakeholders.

You will oversee daily operations, coach Team Leaders and Advisors, monitor performance, and drive improvements in processes and service delivery in a fast-paced, healthcare-focused environment.