Operations Supervisor

RELX; Quezon City; On-site; PHP 500,000 - 750,000; Full time

Job summary

RELX is seeking an Operations Supervisor in the Philippines to oversee daily staff activities and the Healthcare campaign within Risk Solutions. The role focuses on delivering efficient services, recruiting and developing the team, and driving process improvements across the operation.

The ideal candidate has at least 5 years in leadership roles, including remote team management and call center exposure, with strong coaching and cross-functional collaboration skills to enhance customer

Qualifications

• Bachelor’s degree in a relevant field or equivalent experience.
• Minimum 5 years of leadership experience with at least 2 years in a supervisory or operations lead role with remote team management.
• Experience in call center environments is preferred.
• Ability to learn quickly and understand product and process to improve operations.

Responsibilities

• Manage daily work of staff and overall campaign to deliver service effectively for Healthcare vertical.
• Recruitment coordination with HR and orient new employees to policies and facilities.
• Conduct performance reviews, provide feedback, and support Personal Development Plans.
• Ensure quality output through auditing, call observations, and adherence to procedures.
• Collaborate with cross-functional partners to improve customer experience and service levels.
• Prepare reports and liaise with business owners to improve processes and meet changing needs.
• Promote Operational Excellence and continuous improvement culture.
• Develop strategies to enhance human capital contributions and fair processes.
• Handle administrative tasks and other duties as assigned.

Skills

Leadership

People management

Coaching

Communication

Project management

Delegation

Time management

Education

Bachelor’s degree

Job description

Job Summary

Operations Supervisor will manage and assign daily work of staff and over-all campaign to deliver service effectively and efficiently for the Healthcare vertical under Risk Solutions division.

Accountabilities

• Manage the recruitment process in conjunction with Human Resources. Ensure new employees are oriented to the organization, its policies, facilities, etc.
• Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan, and coaching.
• Ensure quality of output by doing auditing, call observes and reviews. Ensure all work is completed according to established policies, procedures, and standards. Assist staff in adhering to work schedules and for projects to proceed according to plans/specifications.
• Manage stakeholder expectations and collaborates with cross functional partners to extend positive customer experience!
• Prepare reports and proactively liaise with key business owners and business partners to develop processes and procedures to improve service level achievement and meet changing business needs!
• Operational Excellence Advocate – facilitate a culture of continuous improvement.
• Employee Champion – develop strategies and help implement actions that enhance human capital contribution; ensure fair, ethical, and equitable people processes and practices.
• Responsible for all administrative tasks and other duties assigned.

Qualifications

• Bachelor’s degree holder
• Minimum of 5 yrs. leadership experience with at least 2 years supervisory or operations lead role with remote team management experience.
• Has call center experience
• Ability to learn quickly and grasp product and process to be able to effectively manage operations and assist in process improvement initiatives.
• Highly effective in people management, coaching, motivating, coordinating, and providing guidance to team members.
• Energetic, positive thinking and self-motivated with strong interpersonal skills to effectively build and sustain trust-based relationships with all levels of the organization.
• Demonstrated ability to work and meet deadlines in fast-paced and challenging environment.
• Strong written and verbal communication, problem solving, project management and delegation skills.
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.