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Assistant Manager for Operations (USRN)

Managerial / Supervisory PHP 40,000 - 50,000 per month

EXL Service Philippines, Inc.

With business certificates| Established in 1999 | 5001-10,000 employees
10th Floor 2Quad Bldg. Cardinal Rosales Ave. Cebu Business Park, Cebu City, Cebu
Total vacancies for this job title : 6
Posted on : March 16, 2019
Job ID : 307927

Details

ASSISTANT MANAGER FOR OPERATIONS (USRN)
 
BASIC FUNCTION

Under the direction of the Lead Assistant Manager, this role is    primarily responsible for contributing to improve service delivery, administration of HR programs, aligning HR strategy and people strategies with business strategies, translating business needs to solutions. This job also entails working with the business in motivating its employees to increase  productivity and attain effective work processes.
 
ESSENTIAL FUNCTIONS
  • Incorporate industry best practices and apply knowledge of  organizational and business dynamics to advance effectiveness in performance
  • Responsible for the development and delivery of organization effectiveness solutions. Potential areas of  focus include, but are not limited to, team development, performance management, competency development, 360 feedback  systems, career-path, employee relations issues, salary competitiveness, retention, employee survey, employee     engagement and incentive  management.
  • Responsible for the facilitation of the Performance Management processes which include the  administration of  succession/key talent planning and the annual compensation and incentive  plan manage the day-to-day operations; partner with enabling functions 
PERFORMANCE PARAMETERS
  • Quality and accuracy of deliverables
  • Efficiency and effectiveness (result-orientation)
  • Training delivery
  • Adherence to internal standards
  • Interaction with the clients/ customer at an appropriate level to ensure high levels of client satisfaction
  • Employee satisfaction, people development and morale
  • Good performance on any other function that may occur from time to time or as directed by the Supervisor
  • Builds and maintains atmosphere where coaching,  counseling, and feedback are considered essential for better performance
  • Risk recognition, assessment, analyses, management and mitigation
  • Robust understanding of BPO and client processes while nsuggesting an optimum solution for the client
  • Demonstration of in-depth knowledge and application of  various methodologies in relevant situations or phases
SKILLS

Technical Skills
  • Above average  knowledge of MS Office applications like – PowerPoint, MS Word and MS Excel
  • Internet usage and email access
  • Basic knowledge in forecasting and scheduling
  • Contact center management
  • Project management
Process Specific Skills
  • Knowledge of the Healthcare Insurance and Medical Services business in various industry domains
  • Soft Skills (Minimum)
  • Above average verbal and written communication skills
  • Above average presentation skills
  • Flexibility and urgency to handle pressure
  • Team work/ Self-sufficiency / Adaptability
  • Self-disciplined and results oriented
  • Data gathering ability/ Keen eye for detail
  • Analytical skills
  • Operational planning and process management
  • Ability to multi task
  • Ability to approach problems logically
EDUCATION REQUIREMENTS
  • B.S. Nursing Graduate; US Registered Nurse
  • BPO Experience  - 3-5 years of Clinical experience / Practical experience in areas of acute care, emergency room, cardiology, radiology etc. / Managed Care experience preferred
  • Domain related training background
WORK EXPERIENCE REQUIREMENTS
  • Total work experience should be a minimum of 2 years in the contact center operations with leadership background


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