Senior Operations Manager

Qualifications:

• Bachelor's degree

• 2-3 years experience as a Senior Operations Manager

• Should have leadership experience handling US Healthcare account

• Willing to work in Iloilo City

Job Description Summar

yDUTIES & RESPONSIBILITIES

:
Operations Management Functio

n:• Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or report

s.• Work with Operations Manager to administer program and implement both client and in-house polic

y.• Ensure that operations are being managed accordingly on a day-to-day basi

s.• Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metric

s.• Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinar

y.• Monitor daily all areas of performance metrics to assure that standards are met across the boar

d.• Attend weekly operations review and present action plans to issues that need to be addresse

d.• Collate and respond to operational issues as reported by Operations Manager – as neede

d.• Escalate operational issues beyond level of authority to the Senior Operations Manager – as neede

d.• Inform Account Manager, Director, and Associate Vice-President of Operations when the system needed (system error/downtime) to handle calls are not working effectively – as neede

d.• Submit weekly and monthly ops review report to the Senior Vice-President of Operations and Client

s.
Training and Quality Management/Standards Compliance Functi

on:• Minimize or manage at acceptable level the customers complai

nts• Work with Account Manager, Operations Director and Associate Vice President for Operations to further develop program and implement policy – as need

ed.• Work with the Operations Manager and Training and Quality Manager, and Process Improvement Manager in coordination with other groups in coming up with programs that will help further develop the associat

es.• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CP

I).• Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfacti

on.• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is following Privacy Rules Standa

rd.• Work with Process Improvement Manager to implement initiatives that will drive performan

ce.• Work with Quality Manager to ensure monitoring coverage as stipulated in the

SOW• Work with the Training Manager to plot sustainable Training Calendar and Activities, smooth transition to Operations, and deliver quality trainees acceptable to the standards set by the Client and Operatio

ns.
Staff Development Funct

ion:• Ensure that the Contact Center meets productivity standards – da

ily.• Provide daily leadership and motivation to the team (Operations Manager, Training Manager, Quality Manager and Process Improvement Manag

er).• •Conduct monthly one-on-one coaching to Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality gra

des.• Devising a strategic communication plan to ensure all changes are relayed on time and accurat

ely.• Create incentives for all staff in conjunction with meeting performance measureme

nts.• Conduct weekly meeting with the Managers and discuss team and program performance, issues and share best practi

ces.• Design development plans for the Managers. Prepare for succession plan if in case the position got vacated in the fut

ure.• Initiate and support all employee satisfaction and workplace progr

ams.• Consult personnel / program issues to Operations Director or AVP for Operations in terms of further decision-mak

ing.• Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrit

ion.• Regularly spot-checks agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvem

ent.
Client Manage

ment:• Interfaces with Cigna Vendor Managers on a daily basis to address operational concerns, issues and me

trics• Interfaces with Cigna Transition Program Manager from time to time to give updates on the deliverables during the transition and implementation p

hase.• Interfaces with Cigna Training Manager for all Training related issues and concerns. Facilitate and update smooth roll out of the Training Calendar and Ad Hoc Trainings provid

ed by• Interfaces with Cigna Quality Supervisor for all quality related issues and conc

erns.• Interfaces with Cigna Reporting and Special Projects Group for other operational requirements and process improvement initiat

ives.• Ensures daily, weekly, and monthly reports are submitted to the client on

time.• Submits every first week of the month to the Vendor Managers, the previous month's Invoice and supporting det

ails.
O

thers:• Perform tasks assigned by the Associate Vice President for Operations from time to

time.• Prepare composite reports from the individual reports of subordi

nates.• Communicate as needed with other departments within the Contact Center about operational and personnel i

ssues.• Handles the overall project, budgeting & financials, strategies to improve teams KPIs, SPOC for the client relations, profitability of the project, planning & process improve

ments.• Communicate and Coordinate with the other departments and Clients during the transition phase for smooth implementation of the p

rogram• Responsible in hiring and recruiting key personnel of the program from both internal and external so

urces.
General Safety and S

ecurity• Protects the organization's assets by upholding the principles of the Quality Information Security Management System (

QISMS).• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business fun

ctions.
Salary range from 120,000-150,000 (