Senior Business Process & Operations Manager
Location: Bonifacio Global City, Taguig, Metro-Manila, Philippines
Reports to: Head of Operations
Working with: People and departmental heads, HR business partner, Senior leaders and directors, shared services teams, internal and external clients, stakeholders, partners and vendors
Introduction:
InHealth is the UK's largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 5 million people in their healthcare journeys, the majority of these are NHS patients and service users.As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues.
Our mission is to provide high-quality services within local communities to over 7 million patients by 2030.We are committed to ensuring that patients receive a positive experience, maintaining a 97% patient satisfaction rate.
What you will do:
- Plan, deliver and execute offshored build-operate-transfer programs across the InHealth shared services portfolio to Global Capacity Centre fulfilment based in the Philippines
- Ensure execution of delivery work across our portfolio, leading on service delivery, strategy and operational excellence
- Serve as a primary operational contact for shared service leaders and clients, leading business reviews and performance/efficiency improvements
- Address quality and productivity issues across the portfolio, create an operational approach and implement continuous improvement
- Implement standard Service Level Agreements (SLA), Key Performance Indicators (KPI) and other financial/operational metrics across the portfolio
- Managing utilisation, cost to serve and capacity to service delivery staff to optimise the balance between cost and delivery targets
- Support sales opportunities and ensure the feasibility of proposed client solutions and the delivery of the solution by leveraging InHealth Philippines full capabilities.
What you are responsible for:
- Overseeing the day-to-day operations
- Ensuring alignment between operational execution and client expectations while proactively addressing concerns
- Ensure compliance with organisational policies and procedures
- Develop and implement operational strategies to improve efficiency
- Monitor performance metrics and prepare regular operational reports
- Handle operational escalations and service disruptions with urgency and structured problem-solving approaches to minimize impact and maintain service continuity.
What people see in you:
- Someone who is passionate about delivering excellent client experience, service delivery and quality standards
- A team player who is driven by surpassing targets and who gets motivation from achieving KPI's
- Someone who has a confident manner and ability to build quick rapport
- An excellent communicator who is motivated by challenging the norm
- A keen eye for detail and someone who can spot errors easily, driving through continuous improvements to reach our goals
- Supportive, reliable and trustworthy
- Someone who gets stuck in and creates a positive atmosphere.
You will:
- Have outstanding communications and interpersonal skills
- Be willing to travel globally on occasions
- Be competent with MS suits such as PowerPoint, Word and Excel and project management suites
- Be uncompromising on high standards of customer service
- Be confident, independent and a problem solver
- Enjoy collaborating with internal and external colleagues within InHealth
- Be great at prioritising tasks and managing your own workload, raising any challenges for support as needed
- Be skilled at managing a busy team and workload in a fast-paced environment
- Be able to motivate yourself and your team to meet collective objectives
- Understand equality, diversity and inclusion, data protection laws and the importance of confidentiality
- Be honest and full to the brim with integrity.
You have experience of:
- Leadership skills and project management experience
- At least 10 years experience in operational management, preferably in a Business Process Outsourcing/Offshoring (BPO) environment
- Strong understanding of the BPO industry best practices
- Building strong relationships with internal colleagues and clients.
This is not a restrictive list of duties and all members of InHealth may be required to carry out additional tasks within their capability.All members of staff are required to participate in appraisals, self-development, mandatory and statutory training.
