JOB DESCRIPTION:

The position of Site Operations Director manages all Acelis Connected Health (Heart Failure) operations located within Manila. The Operations Director is responsible for all lines of businesses across all business functions, including: revenue cycle management, customer service, quality systems, business analytics, and process excellence.

The Operations Director works and reports with senior stakeholders onshore in different areas such as, but not limited to, Customer Service, Supply Chain, IT, Software Engineering, Revenue Cycle Management, Quality, and Business Excellence.

Principle Responsibilities

Executive Leadership & Strategy

• Direct all operations across multiple client programs to meet financial and performance goals.
• Build strong relationships with clients by acting as the main point of contact for the Manila site.
• Lead site-wide culture initiatives to keep employee morale high and reduce turnover rates.
• Manage the site budget by tracking profits, losses, and overall spending.

Revenue Cycle Management (RCM)

• Oversee billing workflows to ensure healthcare or financial accounts process payments accurately and quickly.
• Monitor financial compliance to follow strict industry rules and minimize billing errors.
• Maximize collection rates for clients by fixing bottlenecks in the payment funnel.

Customer Service & Experience

• Meet service level agreements (SLAs) such as answering calls quickly and keeping hold times low.
• Improve customer satisfaction (CSAT) scores by implementing better agent training and coaching methods.
• Handle critical escalations when major customer service issues cannot be resolved by lower-level managers.

Quality Systems & Compliance

• Enforce quality standards across all teams to ensure agents follow scripts and policies perfectly.
• Audit operational processes regularly to safeguard sensitive client and customer data.
• Mitigate business risks by staying updated on local labor laws and international data privacy rules.

Business Analytics & Insights

• Review performance data daily to spot trends, predict call volumes, and allocate staff correctly.
• Present executive reports to client stakeholders and global corporate leaders regarding site achievements.
• Turn data into action by using statistics to solve operational weaknesses.

Process Excellence

• Standardize operational workflows to eliminate waste and speed up production.
• Drive continuous improvement projects using frameworks like Lean or Six Sigma.
• Collaborate with IT to seamlessly adopt new automation tools and software platforms.

Required Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field
• 10+ years of BPO experience with at least 5 years in a senior executive or director-level role.
• Multi-functional background proving successful management over RCM, customer care, and data teams.

Preferred Qualifications and Competencies

• Master's degree in Business Administration, Management, or a related field.
• Financial acumen with deep experience managing large Site Profit and Loss (P&L) statements.
• Process methodology certification such as a Six Sigma Green or Black Belt.
• RCM expertise including a solid grasp of medical billing, coding, or financial clearinghouse operations.
• Data tool familiarity with platforms like PowerBI, Tableau, or advanced Excel spreadsheet modeling.
• Strategic thinking to align Manila site capabilities with global corporate goals.
• Excellent communication skills to confidently lead town halls and pitch to international teams.
• Change management skills to guide large teams through technology upgrades or client transitions.
• Filipino labor law knowledge to handle local employee relations and human resource escalations properly.

Span of Control / Complexity

Directly manages Senior Operations Managers/ Operations Managers/Assistant Managers and oversees staff of 150+ FTEs

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Manufacturing

DIVISION:

HF Heart Failure

LOCATION:

Philippines > Taguig City : Five/Neo Building

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)