Careers at Sagility

The role is to manage the overall business culture and operations of the site; including the development, guidance and direction of the Call Center and Support Staff. An experienced and well rounded “hands on” leader with a focus on driving operational performance, facility management, P&L and continuous improvement initiatives.Operations Director/Senior Director (Healthcare)

Education:
College degree in Management, Marketing, Psychology or Life Science
Experience:
• At least 10+ years of experience leading teams, and 2-3 years of Healthcare Experience. Strong workforce management and Human Resource background.
• Extensive work experience (5+ years) in a director-level management position in contact center/BPO operations, in the United States or another Anglophone country; Healthcare or like industry experience preferred and thorough familiarity with United States general culture and business communication styles.
Mandatory Skills:
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Excellent presentation and client interaction skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and/or transform teams processes across functions within the organization.
• Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.
• Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.
• Strong operational and financial acumen, executive presence, and the ability to lead multiple locations.
• Strong business acumen with a broad understanding of fundamental business principles.
• Exhibit relevant and consistent leadership behaviors in team management, client communications and internal interactions with teams, peers and senior management. Work effectively across a global matrix organization.
• Effective leadership and people management skills, with a focus on developing diverse, high performing teams and fostering an inclusive culture that is collaborative and inquisitive.
• Ability to solve problems using creativity, critical thinking, decisiveness, and leadership.
• Advanced customer focus and customer service skills.
• Sufficient schedule flexibility commitment to support a 24/7 Global company.
• Experience and willingness to delve into all levels of detail needed to accomplish the business goals.
• Strong fiscal acumen with financial modelling & budgeting experience.
Roles & responsibilities:
• Has overall responsibility of the Project Portfolio
• Responsible for all departments within the program. This includes Operations, Training & Development, Quality & Process Improvement, Employee Relations and Workforce Management
• Oversees the full scope of the Operations and to direct the staff in the areas of: Operations & Performance Management, People Management, Revenue Profit and Cost management, Sales & Client Services, Training & Process Management, Leadership, Strategy and Organizational/Program safety and Security
• 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.
• 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.
• 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
• 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
• 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.
• Guides training and development manager in the supervision, coaching and development of training staff and business initiatives related to training.
• Works closely with the Process Improvement Manager and Business Excellence Director in identifying and helps execute training requirements as well as reviewing quality performance related projects of the managers
• Develops 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
• 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
• 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
• Develops 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
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Quezon City, Bridgetowne ZetaPhilippines