Senior Operations Manager | Pasig

Omega Healthcare Management Services Inc.; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Omega Healthcare Management Services Inc. in Metro Manila is seeking an Operations Supervisor to lead a client service team. This role emphasizes meeting SLAs, ensuring training alignment, and driving process improvements across the operation.

You will monitor performance metrics, optimize staffing levels, collaborate with support departments, and ensure accurate data collection for billing and invoicing. Strong leadership and commitment to quality are essential.

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.

Job description

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.