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 - Healthcare

Education:

• College degree in Management, Marketing, Psychology or Life Science

Experience:

• Must have 10 years customer service experience, 5 years managerial experience, and 2 year at least experience as a Director. Healthcare Industry Preferred

Mandatory Skills:

• Communication Skill (Spoken)

• Communication Skill (Written)

• Customer Service Orientation

• Computer Literacy

• Job Knowledge

• Sense of Urgency

• Passion for Excellence

• Working in Teams/Interpersonal Skills

• Work Organization

• Thriving in Change

• Facilitation Skills

• Coaching

• Performance Management

• Discipline Management

• Conflict Management

• Strategic Capability

• People Management/ Team Orientation

• Drive for Results/ Execution

• Expertise/ Analytical Skills

• Product Knowledge

• Problem Solving

• Presentation Skills

• Process Improvement

• Fiscal Management

• Business Acumen

• Change Management

• Planning, Organizing, Controlling

Roles & responsibilities:

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

• Manage all assigned accounts with a focus on achieving defined business goals and business objectives.

• Drive revenue through effective management strategies.

• Position the business for growth in new revenue generating capacities.

• Develop, define and maintain the budget and operating plan for the different accounts

• Facilitate meetings with higher management, peers, and clients, groups of other departments or with subordinates.

• Develop, implements, and communicate long-term objectives of the program.

• 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 performance activities to ensure that objectives are met.

• Conducts performance discussions with 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.

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

• Participates in the interviewing and hiring of managers.

• Aid operation managers to understand how to use tools that measure their unit’s performance.

• Conducts operations performance reviews with each manager.

• Communicates operations’ performance statistics to MANCOM and other key stakeholders.

• Suggests changes and/or modifications to current programs processes necessary to meet customer needs and standards

• Foster teamwork and collaboration.

• Manage employee engagement and retention.

• Motivate, develop and retain strong teams committed to organizational goals.

• Recognize and reward Customer Service 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.

• Provide 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.

• Prepare and implement 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

• Overall responsibility of managing Apria Healthcare’s cost system.

• Demonstrates sound fiscal management in achieving profitability goals to EBITDA level.

• 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”.

• Prepare 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 while increasing efficiency across the program.

• Analyze the deviations from budget to the actual Financials and come up with action plans and remedial measures to augment negative variance.

• Develop and maintain 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.

• Act as a Primary point of Contact for all communication.

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

• Preparing for and participating 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.

• Act 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.

• Manages and partners with the Senior Manager for Training & Process in continually improving the delivery of client-provided program training, 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 each operation Manager for Training & Process 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 Sagility 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.

• Work closely with each operation manager for Training and Process and Business Excellence team in identifying and help 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.

• Provides managers and project sponsor updates on project activities, benefits achieved and overall status against project plan.

• Coordinate and standardize 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.

• Develop a strategic management program to include Risk Management philosophy.

• Integrate 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