Director of Operations - Metro Manila - Sagility

Paglalarawan

Job Title: Operations Director - (U.S. Healthcare BPO - Payer / Provider)

Reporting to: VP, Operations

Work Location: Metro Manila Bridgetown QC

Working Hours/ Days: 9 Hours / 5 Days a Week

Shift: US Shift (EST/ CST/ Mountain)

Team Size: Management / Leadership Role

Company URL:

Operations & Performance Management

• Leads the execution of programs and strategies by coordinating efforts through all concerned operations and support groups

• Manages all assigned accounts with a focus on achieving defined business goals and objectives through coordination and partnership with key business partners

• Drives revenue through effective management strategies

• Positions the business for growth in new revenue generating capacities

• Uses information and analysis to prepare and conduct negotiations for call center service agreements

• Negotiates contractual terms, conditions, and pricing

• Develops and maintains contracts and contract relationships for call center services support programs, proposal review, risk assessment/management, monitoring of payer compliance, and conflict resolution

• Develops, defines and maintains the budget and operating plan for the different accounts assigned to him/her (as applicable)

• Facilitates meetings with higher management, peers, clients, groups of other departments or with subordinates

• Develops, implements, and communicates long-term objectives of the organization to the call center units

• Sets goals with the high-level management team, makes decisions and maintains a results orientation

• Takes corrective actions whenever goals are not met

• Ensures that department's objectives are aligned with the organization's objectives

• Reviews daily performance activities to ensure that objectives are met

• Conducts performance discussions with call center managers

• Identifies strategic issues facing functional area or responsibility

• Coordinates, negotiates and works with other groups within or outside of the organization to meet service level agreements, maximize the center's ability to increase operating efficiencies and achieve organizational objectives

• Provides complete analysis and appropriate recommendations to superiors aimed at resolving issues encountered at own level

• Communicates delivery of service or product issues that affect company's market position or reputation to other company management

• Participates in the interviewing and hiring of call center managers

• Aids call center heads to understand how to use tools that measure their unit's performance

• Conducts operations performance reviews with call center managers on a monthly basis

• Communicates operations' performance statistics to MANCOM and other key stakeholders

• Suggests changes and/or modifications to current training programs necessary to meet customer service needs and call handling standards

People Management

• Fosters teamwork and collaboration

• Manages employee engagement and retention

• Motivates, develops and retains strong teams committed to organizational goals

• Recognizes and rewards health care associates, managers, team Leads, trainers, and team performance

• Identify growth opportunities for staff and encourage participation

• Adept at championing change through building relationships with peers, business leaders, and vendors

• Provides guidance and direction to staff including hiring, disciplinary action, staff development, goal formulation and performance review

• Manages direct reports' behavior and implements necessary reinforcement or disciplinary action

• Prepares and implements development plan for managers

• Motivates and disciplines call center managers for maximum productivity

• Provides coaching and counseling as necessary

• Delegate tasks and monitors execution; takes corrective action in cases where delegation fails

• Assesses performance of the call centers' managers

• Implements the organization's succession planning system

Revenue, Profit & Cost Management

• Has overall responsibility of managing the account's cost center

• Demonstrates sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management

• Strong operations management capabilities coupled with strong profit orientation- both top line and bottom line consciousness as well as a strong adherence to "cost – value"

• Prepares budgets at the start of every financial year to project sales, cost and profitability

• Responsible in revenue delivery and cost targets

• Identifies areas of opportunities to reduce overall cost with increasing efficiency across the program

• Analyzes the deviations from budget to the actual financials and come up with action plans and remedial measures to augment negative variance

Sales and Client Services

• Develops and maintains positive relationships with client through regular communication on an ongoing basis via – email, meetings, conference calls and face-to-face meetings

• Meets corporate clients' needs and provides resolutions to problems

• Acts as a primary point of Contact for all communications

• Leads metrics reporting meetings, improvement plan discussions / and or requesting client support

• Prepares for and participates in client visits to the center

• Proactively partners with client to deliver cost effective, value add, and quality solutions

• Responsible for the growth of the portfolio: Nurture existing relationship to generate additional business and acquire new relationships/business

• Acts as an ambassador for the promotion of the Philippines and Sagility as a location for the development of new service offering to prospective new businesses as well as for the expansion of existing portfolio/businesses

Training & Development

• Manages and partners with the Training Manager in continually improving the delivery of client-provided training program, identify potential process improvement projects, performs trend analysis and develops projects/initiatives in line with business imperatives and goals

• Partners with HR and other key corporate support organizations to ensure training and development needs support business objectives

• Assists the Training Manager in the determination of the metrics, policies and standards for Training development and delivery across all lines of business. Partners with Human Resources (HR), external partners/vendors and corporate support teams to ensure that company's training methodologies, tools, policies and standards meet or exceed the current standards being adopted across the industry

• Partners with HR in the creation and delivery of leadership training and development for support staff

• Guides training and development manager in the supervision, coaching and development of training staff and business initiatives related to training

Quality Process Management

• Works closely with the Process Improvement Manager and Business Excellence Director in identifying and helping execute training requirements as well as reviewing quality performance related projects of the managers
• Develop quality improvement strategy in accordance with business goals and objectives
• Identifies and approves Quality Process improvement projects
• Facilitates complex process mapping and problem identification sessions to determine current and desired state processes
• Provides Senior Management and project sponsor updates on project activities, benefits achieved and overall status against project plan
• Coordinates and standardizes the best practices across the program from internal practice as well as from outside the organization

Leadership

• Ensures consistent and appropriate application of corporate policies
• Champions and advocates position of the organization
• Espouses and advocates the corporate culture through behavior modeling
• Identifies the external and internal customers and define their requirements

Strategic Role

• A strong contributor in supporting the senior management in developing operating strategy, overall profitability, implementing safety guidelines and safeguarding information security and ensuring process improvements for the business unit
• Develop a strategic management program to include Risk Management philosophy
• Requests and analyzes business information and competitive information to formulate strategies for outsourced call center programs, technology valuation, pricing calculation and deal structuring to ensure profitable outcomes
• Integrates plans and objectives that align with overall corporate strategy
• Participates in the design of systems and policies in accordance with customers' needs and established standards.

General Safety and Security

• Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH) as appropriate
• Overseas all activities are initiated by the Privacy Officer to ensure that there will be sufficient internal controls in place to maintain compliance to HIPAA and Information security guidelines.

Experience & Background

• 10–15 years of progressive operations leadership experience.
• 3–5 years at the Director level in healthcare operations.
• Strong background in payer/provider services and front office staffing.
• Prior exposure to Blues (Facets, Lifeline) or Aetna retail/pharmacy is highly preferred.
• Experience leading 200+ FTEs in a US healthcare environment.