Director of Operations - Pasay - Infinit-O

Paglalarawan

Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years.

We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members.

As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operations—aligning business success with a positive impact on our clients, people, and communities.

Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to do—it is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all.

What is the role that we need? The Healthcare Director is a strategic leadership role responsible for the overall service delivery, growth, and transformation of Infinit-O's healthcare portfolio. Reporting directly to the VP of Client Solutions, you will bridge the gap between operational excellence and business growth.

You will lead a team of Operations Managers—ensuring they deliver on KPIs, SLAs, and financial targets—while simultaneously serving as the primary Healthcare Subject Matter Expert (SME) for the Sales and Client Solutions teams. Your deep understanding of US healthcare operations (Payer, Provider, RCM, or Clinical) will be pivotal in constructing solutions that win new business and expand existing partnerships.

Key Responsibilities:

Domain Expertise & Sales Support (Strategic Growth)

• Subject Matter Expert (SME): Serve as the internal and external authority on US healthcare outsourcing delivery models. You must understand the nuances of US healthcare functions (e.g., Revenue Cycle Management, Claims Processing, Utilization Management, Patient Support) and how they are effectively transitioned and delivered offshore.
• Presales & Solution Design: Partner with the Sales and VP of Client Solutions during the pursuit of new clients. Participate in Request for Proposal (RFP) responses, client presentations, and discovery sessions to articulate how Infinit-O's operational capabilities meet specific client pain points.
• Consultative Selling: Leverage your expertise to identify "value-add" opportunities within existing accounts. Proactively recommend process improvements, automation/AI integration, or new service lines that drive efficiency (up to 30%) or cost savings for clients.

Operational Leadership & Strategy

• Lead the Operations Managers: Provide high-level direction to Operations Managers who act as "Business Operators" and "Performance Drivers" for their specific accounts. Ensure your managers effectively handle staffing, scheduling, and daily KPI achievement.
• Strategic Governance: Oversee the aggregate performance of the healthcare vertical. Move beyond daily firefighting to focus on long-term account health, profitability, and scalability.
• Process Optimization: Champion Infinit-O's commitment to continuous improvement. Drive initiatives that utilize Six Sigma, Lean, or technology integration to enhance quality and reduce cycle times for healthcare clients.
• Risk & Compliance: Ensure all operations adhere strictly to US healthcare regulations (HIPAA, HITECH) and internal security standards, mitigating risk for both the company and the client.

Client Relationship Management

• Executive Partnership: Act as the senior point of escalation and strategic partner for client stakeholders (Directors, VPs, C-Suite).
• Quarterly Business Reviews (QBRs): Lead high-level strategic reviews with clients to discuss performance trends, strategic roadmaps, and net promoter scores (NPS).
• Client Retention & Expansion: Work to secure contract renewals and expand the scope of work by demonstrating consistent value and operational stability.

People Leadership & Development

• Mentorship: Coach Operations Managers to refine their skills as "People Managers" and "Project Managers." Guide them in handling critical employee disputes, budget management, and leadership development.
• Talent Strategy: Collaborate with HR/Recruitment to define the profile of healthcare talent needed for current and future clients, ensuring a robust pipeline of qualified candidates (RNs, Certified Coders, etc.).

Qualifications and Experience

1. Education: Bachelor's degree Nursing, Business, or a related field. A Master's degree or MBA is preferred. US Registered Nurse (USRN) is an advantage
2. 10+ years of progressive experience in the BPO/Outsourcing industry, with at least 5 years in a senior leadership role (Director/AVP level) managing multiple teams or accounts.
3. Deep Healthcare Domain Knowledge: Proven expertise in US Healthcare operations (Payer or Provider side). Must understand the lifecycle of outsourced healthcare functions (e.g., RCM, Claims, Utilization Review).
4. Sales/Growth Acumen: Demonstrated experience supporting sales cycles, presenting to prospective clients, and driving organic growth within accounts.
5. Operational Skills: Strong grasp of P&L management, forecasting, and resource planning. Experience with Six Sigma/Lean methodologies and healthcare technology platforms (EHRs, Clearinghouses) is highly desirable.
6. Soft Skills: Excellent executive communication skills, strategic thinking, and the ability to influence cross-functional teams without direct authority.