Operations Manager - Iloilo - Infojini Inc

    Infojini Inc
    Infojini Inc Iloilo

    23 oras ang nakalipas

    ₱600,000 - ₱1,300,000 (PHP) bawat taon * Teknolohiya / Internet
    Paglalarawan

    Operations Manager

    Iloilo City, Philippines

    Full Time, On-site

    Night Shift

    Job Summary

    The Operations Manager leads the healthcare claims processing delivery center, overseeing Assistant Managers and a team of at least 50 Claim Resolution Specialists. This role is performance-driven and responsible for operational excellence, workforce planning, team development, and client satisfaction. The ideal candidate has strong experience in call center operations, preferably within healthcare back-office environments such as Revenue Cycle Management (RCM) or Accounts Receivable (AR).

    This is a full-time, on-site role requiring regular attendance at the Iloilo delivery center and alignment with U.S. CST working hours.

    Key Responsibilities

    • Supervise supervisors managing inbound and outbound teams.
    • Guide and coach team members on best practices in claims resolution.
    • Monitor productivity metrics and ensure operational targets are met.
    • Promote a high-performance culture focused on accountability and continuous improvement.
    • Oversee workforce planning and set clear team objectives.
    • Ensure high levels of customer satisfaction across service interactions.
    • Track and improve team performance, including payroll accuracy.
    • Provide continuous coaching, feedback, and performance management.
    • Communicate process updates clearly and consistently to the team.
    • Collaborate with Quality Assurance, Training, IT, and Recruitment teams.
    • Manage staffing processes including hiring, performance reviews, disciplinary actions, and terminations.
    • Serve as a subject matter expert on client processes and operational needs.
    • Perform other duties as assigned.

    Must-Have

    • 8–10 years of call center operations experience (healthcare/RCM/AR preferred ).
    • 3–5 years of management experience.
    • Bachelor's degree or equivalent work experience.
    • Fluent in English (verbal and written).
    • Strong organizational and communication skills.
    • Willing to work assigned shifts aligned with U.S. CST hours.
    • Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook).
    • Strong conflict resolution and problem-solving skills.
    • Customer-focused mindset with attention to detail and empathy.
    • Ability to manage multiple priorities in a fast-paced environment.
    • Must pass background/security checks and drug screening.
    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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