Senior Operations Manager | On-site, Mid-shift

KMC Solutions; Taguig; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

KMC Solutions in Manila is seeking a Service Manager to lead the Patient Engagement Centre (PEC) team and oversee day-to-day operations of the NHS teams. You will have direct line management responsibility for Team Leaders and Advisors and work closely with cross-site and global stakeholders to ensure a high-quality, patient-focused service.

You will drive operational efficiency, continuous improvement, KPI performance, employee engagement and customer satisfaction, with a strong emphasis on

Qualifications

• Minimum 8 years of proven client services experience in healthcare.

Responsibilities

• Oversee day-to-day activities of PEC NHS teams.

Skills

People leadership

Healthcare accounts

Cross-cultural teams

KPI and metrics

Call centre operations

Excel

Data reporting

Time management

Communication

Problem solving

Tools

Excel

Pivot Tables

Lookups

Data modelling

Job description

As the Service Manager, you will lead the Patient Engagement Centre (PEC) team and oversee the day-to-day operations of the NHS teams. You will have direct line management responsibility for Team Leaders and Advisors and will work closely with cross-site and global stakeholders to ensure a high-quality, patient-focused service.

You will drive operational efficiency, continuous improvement, KPI performance, employee engagement, and customer and patient satisfaction. The role also requires a strong understanding of call centre operations, workforce planning, people management, and service delivery.

Job Responsibilities

• Oversee the day-to-day activities of the PEC NHS teams.
• Provide direct line management and overall leadership for PEC staff.
• Ensure the team delivers a high-quality, patient- and customer-focused service.
• Work closely with the Operational Planning Team to ensure clinically validated appointments are booked appropriately and according to clinical priority.
• Partner with Business Leaders to optimise operational and booking processes in line with customer requirements and KPIs.
• Maintain a strong understanding of the Team Leader and Patient Care Advisor roles and deputise for the Head of Patient Services when required.
• Support recruitment, monitor attrition, and contribute to workforce planning and future hiring needs.
• Deliver structured induction and training programmes for new team members.
• Monitor KPIs and take corrective action to address performance gaps.
• Manage the annual appraisal process and ensure each team member has a Personal Development Plan (PDP).
• Maintain up-to-date training, appraisal, and PDP records.
• Drive employee engagement, gather team feedback, and support retention initiatives.
• Provide coaching and mentorship to develop team members.
• Compile operational and performance reports as required.
• Ensure imaging data and reports are distributed to patients or referrers according to clinical priority and contractual performance indicators.
• Ensure patient customs, values, beliefs, and views are respected and considered.
• Maintain compliance with ISO information security standards, patient confidentiality, and data protection requirements.
• Support escalated disciplinary and grievance matters.
• Ensure incidents and complaints are reported in line with company policy.
• Provide cross-site operational management support when required.

Experience

• Minimum of 8 years of proven client services experience, with a focus on healthcare accounts.
• Minimum of 5 years of management experience in a mid- to senior-level leadership role within a customer-centric environment.
• Experience managing cross-cultural and multi-time-zone stakeholders, including global teams and client stakeholders.
• Experience developing departmental goals, strategic plans, performance metrics, and KPIs.
• Strong experience managing both inbound customer service and outbound operations.
• Proven leadership, team-building, coaching, and people management experience.
• Experience working in early-stage or evolving environments.
• Solid understanding of call centre metrics and operational management best practices.
• Strong problem-solving skills with a hands-on and proactive approach.

Skills and Competencies

• Strong people leadership skills with the ability to motivate, engage, and develop teams.
• Excellent written and verbal communication skills.
• Strong organisational and time management skills, with the ability to prioritise and delegate effectively.
• Ability to manage conflict and challenging situations calmly and efficiently.
• Experience handling customer and/or patient queries with sensitivity and professionalism.
• Strong understanding of patient confidentiality and data protection.
• Strong attention to detail and commitment to quality assurance and compliance.
• Comfortable working across time zones and adapting to changing priorities.
• Proficient in reporting and analytics, including generating and interpreting key metrics.
• Advanced Excel skills, including Pivot Tables, Lookups, and data modelling.
• Strong analytical and problem-solving skills with a focus on improving processes, forecasting, reporting, and operational efficiency.
• Ability to communicate targets and objectives clearly to team members.
• Comfortable working under pressure in a fast-paced environment.
• Flexible with working patterns and able to adjust to unexpected operational changes.

Work Location: Arthaland, BGC

Work Shift: 4:00 PM - 1:00 AM PH Time, occasional weekend shifts depending on business needs

Arrangement: Fully on-site