Associate Director (Clinical Operations)

Makes decisions that have a short to medium-term impact across the function.

REQUIREMENTS:

Must possess a College degree (any course)

5+ years in a leadership position within a contact center environment

Must have relevant experience within a US-based Healthcare account

DUTIES & RESPONSIBILITIES:

• Lead the execution of programs and strategies by coordinating efforts through all concerned operations and support groups.
• Manage all assigned accounts with a focus on achieving defined business goals and business objectives.
• Drive revenue through effective management strategies.
• Position the business for growth in new revenue generating capacities.
• Develop, define and maintain the budget and operating plan for the different accounts
• Facilitate meetings with higher management, peers, clients, groups of other departments or with subordinates.
• Develop, implements, and communicate long-term objectives of the program.
• Sets goals with the high-level management team, makes decisions and maintains a results orientation.
• Takes corrective actions whenever goals are not met.
• Ensures that department’s objectives are aligned with the organization’s objectives.
• Reviews performance activities to ensure that objectives are met.
• Conducts performance discussions with managers.
• Identifies strategic issues facing functional area or responsibility.
• Coordinates, negotiates and works with other groups within or outside of the organization to meet service level agreements, maximize the center’s ability to increase operating efficiencies and achieve organizational objectives.
• Provide complete analysis and appropriate recommendations to superiors aimed at resolving issues encountered at own level.
• Participates in the interviewing and hiring of call center managers.
• Aid call center heads to understand how to use tools that measure their unit’s performance.
• Conducts operations performance reviews with call center managers.
• Communicates operations’ performance statistics to MANCOM and other key stakeholders.
• Suggests changes and/or modifications to current programs processes necessary to meet customer needs and standards.

• Foster teamwork and collaboration.
• Manage employee engagement and retention.
• Motivate, develop and retain strong teams committed to organizational goals.
• Recognize and reward Customer Service Associates, Managers, Team Leads, Trainers, and Team performance.
• Identify growth opportunities for staff and encourage participation.
• Adept at championing change through building relationships with peers, business leaders, and vendors.
• Provide guidance and direction to staff including hiring, disciplinary action, staff development, goal formulation and performance review.
• Manages direct reports’ behavior and implements necessary reinforcement or disciplinary action.
• Prepare and implement development plan for managers.
• Motivates and disciplines call center managers for maximum productivity.
• Provides coaching and counseling as necessary.
• Delegate tasks and monitors execution; takes corrective action in cases where delegation fails.
• Assesses performance of the call centers’ managers.
• Implements the organization’s succession planning system.

• Overall responsibility of managing the Eden Cost center.
• Demonstrates sound fiscal management in achieving profitability goals to EBITDA level.
• Strong operations management capabilities coupled with strong profit orientation- both top line and bottom line consciousness as well as a strong adherence to “cost – value”.
• Prepare Budgets at the start of every financial year to project sales, cost and profitability.
• Responsible in revenue delivery and cost targets.
• Identifies areas of opportunities to reduce overall cost while increasing efficiency across the program.
• Analyze the deviations from budget to the actual Financials and come up with action plans and remedial measures to augment negative variance.

• Develop and maintain positive relationships with client through regular communication on an ongoing basis via – email, meetings, Conference calls and face-to-face meetings.
• Meets corporate clients’ needs and provides resolutions to problems.
• Act as a Primary point of Contact for all communication.
• Lead metrics reporting meetings, improvement plan discussions / and or requesting client support.
• Preparing for and participating in client visits to the center.
• Proactively partners with client to deliver cost effective, value add, and quality solutions.
• Responsible for the growth of the portfolio: Nurture existing relationship to generate additional business and acquire new relationships/business.
• Act as an ambassador for the promotion of the Philippines and Sagility as a location for the development of new service offering to prospective new businesses as well as for the expansion of existing portfolio/ businesses.

• Manages and partners with the Senior Manager for Training & Process in continually improving the delivery of client-provided program training, identify potential process improvement projects, performs trend analysis and develops projects/initiatives in line with business imperatives and goals.
• Partners with HR and other key corporate support organizations to ensure training and development needs support business objectives
• Assists the Senior Manager for Training & Process in the determination of the metrics, policies and standards for Training development and delivery across all lines of business. Partners with Human Resources (HR), external partners/vendors and corporate support teams to ensure that Sagility’s Training methodologies, tools, policies and standards meet or exceed the current standards being adopted across the industry.
• Partners with HR in the creation and delivery of leadership Training and development for support staff.