Assistant Manager – Operations (Taguig)
Minimum Criteria
- Requires a Bachelor's Degree in any discipline or equivalent work experience.
- Current Team Executive, Trainer, QA, WFM, or equivalent leadership role preferred.
- No active corrective action within the last six (6) months.
- Consistently meeting or exceeding performance expectations.
Role & Responsibilities
Operational Leadership
- Leads and manages multiple teams to ensure achievement of operational, quality, member experience, productivity, and financial goals.
- Provides day-to-day leadership and direction to Team Executives and frontline teams.
- Ensures consistent execution of departmental strategies, policies, and procedures.
- Monitors key operational metrics and implements corrective actions to address performance gaps.
- Drives accountability across Team Executives through structured performance management and coaching.
People Leadership & Development
- Coaches and develops Team Executives to strengthen leadership capability and succession readiness.
- Conducts regular leadership calibrations, performance reviews, and talent discussions.
- Identifies high-potential employees and supports career development opportunities.
- Supports employee engagement initiatives to promote a positive and high-performing culture.
- Partners with Human Resources on employee relations, disciplinary processes, attendance management, and performance improvement plans.
Performance Management
- Reviews and analyzes operational performance including Service Level, QA, Attendance, Productivity, FCR, AHT, and Member Experience metrics.
- Establishes action plans to address operational risks and performance deficiencies.
- Oversees performance improvement initiatives and tracks effectiveness through measurable outcomes.
- Ensures performance expectations are communicated consistently and fairly across all teams.
Customer & Client Management
- Serves as escalation point for complex member and provider concerns.
- Resolves high-impact service issues while maintaining client satisfaction and business objectives.
- Works closely with internal stakeholders and client partners to ensure delivery excellence.
- Supports client meetings, business reviews, and operational reporting requirements.
Workforce & Business Management
- Partners with Workforce Management, Training, QA, and Operations leaders to balance staffing requirements and operational demands.
- Drives compliance with schedules, staffing plans, and productivity expectations.
- Reviews operational trends, identifies emerging risks, and develops mitigation plans.
- Supports seasonal readiness planning, contingency planning, and business continuity activities.
Continuous Improvement
- Identifies operational inefficiencies and leads improvement initiatives.
- Champions process standardization, automation opportunities, and best practice sharing.
- Uses data analysis and root cause methodologies to improve operational outcomes.
- Partners with Associate Director and senior leadership to implement strategic operational initiatives.
Compliance & Governance
- Ensures adherence to company policies, HIPAA requirements, client guidelines, and operational procedures.
- Maintains audit readiness and supports quality assurance initiatives.
- Reviews risk areas and implements corrective actions to prevent recurrence.
- Maintains accurate operational reporting and documentation.
Project & Change Leadership
- Supports implementation of new processes, systems, products, and client requirements.
- Leads operational readiness activities for business changes and project deployments.
- Acts as change champion to ensure successful adoption of new initiatives.
Leadership Continuity
- Serves as acting Operations Manager during periods of manager absence.
- Provides leadership continuity and ensures smooth business operations.
- Supports Director-level initiatives and strategic planning activities.
Educational / Professional Qualifications
- Bachelor's Degree preferred.
- Experience leading teams in a customer service, healthcare, insurance, BPO, or contact center environment.
- Demonstrated experience coaching leaders and driving operational performance.
- Lean, Six Sigma, Project Management, or equivalent certifications are advantageous.
Required Skills
- Strong leadership and people management skills.
- Advanced problem-solving and decision-making capability.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Strong analytical and reporting skills.
- Proficiency in Microsoft Excel, PowerPoint, Word, and Teams.
- Strong presentation and stakeholder management skills.
- Excellent verbal and written communication skills.
- Understanding of dental insurance principles, healthcare operations, and customer service delivery.
- Ability to influence cross-functional teams and drive organizational change.
- Strong coaching and talent development capabilities.
- Knowledge of workforce planning, quality management, and operational excellence methodologies.
Competencies That Will Be Assessed
Leadership & People Development
- Ability to motivate, coach, and develop leaders.
- Talent management and succession planning capability.
Decision Making
- Demonstrates sound judgment and operational risk management.
Business Acumen
- Understanding of Liberty Dental operations, customer experience, and business drivers.
Strategic Thinking
- Ability to identify opportunities, develop action plans, and drive results.
Stakeholder Management
- Ability to collaborate effectively with internal and external partners.
Role Suitability
- Demonstrated readiness for managerial responsibilities.
Selection Procedure
- Initial Interview: Human Resources – Frank Ventic
- Leadership Panel Case Study Presentation: Yvonne Reyes and Mylin Caberte, Rochelle Chico
- Liberty Dental Case Study and AD Interview: Rochellemarie Chico
- Final Interview: Johnanthony Misa
Assessment: Case Study Presentation and Leadership Interview.The Case Study will be provided after passing the HR interview and the candidate will have a deadline of 3 working days after receiving to be sent to the panel before the case study presentation.
Application Process & Timelines
Please apply for the position by clicking on the application link (to be provided by RMG).
The last date to apply is August 14, 2026.
