Operations Team Lead

Operations Team Lead

Manila - Pasig City

Hybrid - 2 days per week on site

Permanent, Full Time

About Conexus

At Conexus MedStaff, we don't just recruit healthcare professionals we empower them to thrive.

We're a dedicated healthcare recruitment and staffing agency, that supports international registered nurses, U.S. nursing graduates, and international medical technologists to turn their dreams of a healthcare career in the U.S. into reality.

Our work changes lives and strengthens communities.

Whether it's providing the support our candidates need to build successful, fulfilling careers or helping our clients deliver exceptional patient care, we're all in. We lead with purpose, guided by a commitment to ethical practices, excellence in care, and a deep belief in the power of diversity to drive innovation.

About the Role

The Team Leader HCP Experience is responsible for leading and developing a high-performing customer serviceled team that delivers an exceptional, compliant, and consistent experience to our Healthcare Professionals (HCPs) through their journey.

This role puts the individual first, balancing empathy and service excellence with process rigour, data-driven decision making, and continuous improvement. You will ensure day-to-day operational delivery meets agreed SLAs and KPIs, while also driving process optimisation, quality assurance, and team engagement within a global operating model.

Reporting into the International Operations Director, you will act as a trusted operational partner, supporting delivery, performance management, workforce planning, and stakeholder relationships across geographies.

About you

• Proven experience leading customer service or candidate-facing teams, ideally within a BPO, shared service, staffing, healthcare, or regulated environments
• Strong people leadership skills with a track record of developing high-performing teams
• Highly process-driven and analytical, with the ability to turn data into practical improvements
• Demonstrated experience in process improvement, operational optimisation, and quality assurance
• Experience working in or alongside offshore/BPO teams and global stakeholders
• Strong stakeholder management and relationship-building skills across functions and geographies
• Confident managing performance, conflict resolution, and change and has worked in a highly tech-enabled environment

Mindset & Approach

• Deeply customer-focused, with a genuine commitment to putting the individual first
• Calm, structured, and resilient under pressure
• Proactive, solutions-oriented, and comfortable driving change
• Collaborative leader who balances empathy with accountability

Conexus MedStaff provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regardto race, color, religion, age, sex, nationalorigin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training