Operations Manager - Healthcare Account

Job Title: Operations Manager – BPO Healthcare

Location: Cebu | Onsite
Industry: BPO – US Healthcare / Medical Billing

Job Summary:

The Operations Manager, under the Client Delivery department, reports directly to the Director of Client Delivery and oversees Associate Managers, Team Leaders, and frontline associates through the established management chain to ensure consistent, efficient, and high-quality operational delivery.

The Operations Manager is responsible for overseeing the day-to-day delivery of client operations, ensuring that service levels, quality metrics, and productivity targets are consistently achieved. This role serves as the operational anchor of the Client Delivery function—executing performance management, real-time issue resolution, team leadership, and frontline coordination.

The Operations Manager ensures that all operational activities are aligned with client expectations and organizational standards, while escalating risks and concerns to the Director of Client Delivery in a timely, structured manner. This role also drives continuous improvement, operational cadence, and leader development across the delivery teams.

ESSENTIAL FUNCTIONS AND BASIC DUTIES 

Operational Leadership & Delivery Execution

• Lead day-to-day operations across multiple client accounts, ensuring all unique SLA, quality, and productivity targets are consistently achieved or exceeded.
• Manage Associate Managers, Team Leaders, and Healthcare Associates across different client programs to maintain operational alignment and high performance.
• Ensure strict adherence to operational standards, SOPs, and delivery methodologies across all clients.

Performance Management & Governance

• Conduct daily huddles and weekly reviews for each client account, ensuring visibility on performance variances and action plans.
• Maintain accurate dashboards and reports reflecting client-specific performance.
• Implement performance recovery plans tailored to the needs and gaps of each client operation.

Client Delivery Support & Escalation Handling

• Act as the first escalation point for operational issues and client concerns across all assigned programs.
• Acknowledge and respond to escalations within the same day, providing structured updates and ensuring timely closure.
• Perform root-cause analyses for client-specific issues and implement preventive measures.

Workforce, Training & Cross-Functional Collaboration

• Work with Workforce Management to ensure correct staffing levels per client program based on volume forecasts, historical trends, and operational needs.
• Coordinate with Training to ensure teams are properly skilled and certified based on the requirements of each client.
• Collaborate with Site Operations, IT, HR/RA, and Facilities to support all client programs effectively.

Leadership, Coaching & Culture

• Coach Associate Managers and Team Leaders overseeing different client teams to strengthen leadership capability, consistency, and accountability.
• Promote a culture of client focus, ownership, performance excellence, and continuous improvement.
• Drive alignment and execution discipline across all levels of the operations team.

QUALIFCATIONS AND COMPETENCY REQUIREMENTS

a. Education

• Bachelor's degree in business administration, Operations Management, or related field

b. Experience

• 5–7 years of experience in operations management or client delivery
• Proven track record leading teams across multiple client programs
• Experience in performance management, escalation handling, and SLA attainment

c. Skills and Competencies

• To succeed in this role, the Operations Manager must demonstrate:
• Strong operational discipline and consistent execution across multiple client accounts
• Ability to lead, coach, and develop managers handling diverse client requirements
• Expertise in data-driven management using KPIs, dashboards, and performance analytics
• High communication standards and effective escalation discipline
• Strong problem-solving and root-cause analysis capability
• High sense of urgency, ownership, and commitment to exceeding client expectations
• Ability to stabilize operations while supporting strategic growth and transformation

d. Key Result Areas (KRAs) & KPIs

• Operational Performance & SLA Attainment Across Multiple Clients

Ensure daily operations for each assigned client program meet or exceed their unique SLAs, quality standards, and productivity targets.

KPIs: SLA Attainment % per client, Quality Score per client, Productivity per FTE

• Workforce Management & Scheduling Compliance

Ensure each client account has the appropriate staffing levels, adherence, and capacity planning in partnership with Workforce, considering differences in demand, volume, and operational requirements per client.

KPIs: Schedule Adherence %, Staffing Accuracy per account, Overtime Control

• Escalation & Issue Management

Resolve operational issues specific to each client within defined SLAs, ensuring timely, structured communication and escalation to the Director of Client Delivery when needed.

KPIs: Issue Resolution Time, Escalation Compliance Rate, Reoccurrence Rate

• Leadership & People Development

Develop Associate Managers and Team Leaders responsible for distinct client accounts, strengthening their capability to handle varying client expectations, operational models, and performance standards.

KPIs: Coaching Score, Internal Promotion Rate, Leadership Readiness Score

• Governance, Reporting & Operational Discipline

Ensure the accuracy and timeliness of operational dashboards, reports, and updates for all client programs. Participate in daily, weekly, and monthly governance routines covering each client’s performance.

KPIs: Dashboard Accuracy %, Reporting Timeliness, Audit/Compliance Score

e. Organizational Structure
Reports directly to: Director of Client Delivery

Direct Reports:

• Associate Managers
• Team Leaders
• Healthcare Associates (via leadership chain)

Works closely with:

• Workforce Management
• Training
• Director of Site Operations
• Client Success (future collaboration)
• Transitions Manager

Job Types: Full-time, Permanent

Benefits:

• Company events
• Health insurance
• Opportunities for promotion
• Paid training

Work Location: In person