Operations Manager

Job Summary

In this role you will be the Second Point of Contact for client escalations for Managed Solutions. You will also act as the default Senior Operations Manager and secondinline during the absence of the Senior Operations Manager.

Responsibilities:

• Maintain the role of managing the overall operations of the assigned managed solutions campaign and diligently fulfill the associated duties and responsibilities expected of this position.
  
• Ensure SLA and service delivery adherence through effective workforce planning to ensure efficient operations.
  
• Translates business unit goals into actionable plans.
  
• Drive overall performance on a daily basis by setting clear goals and developing strategies.
  
• Track key performance metrics and identify ways to improve customer experience
  
• Ensure compliance rules and execution of contract agreements.
  
• Prepare and organize all documents for all processes and policies and make necessary recommendations for improvement.
  
• Prepare and analyze all analytical dashboards and prepare ad hoc reports within the appropriate timeframe.
  
• Monitor effective implementation of all projects and recommendations to improve operations and increase profit.
  
• Provide regular reporting and join business reviews with the clients and senior management.
  
• Maintain operations and processes according to required standards and maintain consistency in the same
  
• Administer all operating data and transactions for various billings and assist in efficient renewals
  
• Act as first escalation to address daytoday issues and escalations that impact operations and client relations
  
• Develop staff by assessing competencies and promoting training and career planning
  
• Select train develop and manage the performance of staff; coordinate plan and assign work in accordance with the policies
  
• Implement employee engagement rewards and recognition activities to drive performance illicit employee satisfaction and mitigate attrition
  
• Work and collaborate with support functions other departments vendors and partners to develop tactical and operational initiatives
  
• Achieve budgetary measurements
  
• Act as the direct supervisor for employees assigned
  
• Coach and handle the personal development of the teams Handle escalated concerns from associates
  
• Provide excellent customer service to clients Conduct Performance Management for the teams
  
• Ensure that all customer and client complaints/discrepancies received are logged and properly investigated
  
• Monitor the quality of service delivered to clients
  
• Ensure achievement of targets and adherence to the Service Level Agreement (SLA)specified by the client
  
• Responsible for the attainment of client goals efficiency targets and overall team performance
  
• Develop forms templates and systems that improve the efficiency accuracy and quality of guest services
  
• Develop and update policies and procedures in accordance with relevant legislation Maintain CRM up to date
  
• Adhoc tasks as required
  
  

• At least 3 years of operations management or related experience
  
• Health Care Account experience is a plus
  
• Multitasking abilities.
  
• Fast learner and able to keep up with any updates/changes.
  
• Excellent communication and problemsolving skills.
  
• Familiarity with the weight loss industry is a plus.
  
• Must be amenable to work onsite in our office at BGC or Makati.
  
• Must be amenable to work night shift or shifting schedule.