BPO Operations Manager | Healthcare Account
Accenture Philippines
- Mandaluyong, PhilippinesRobinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila, Mandaluyong, Metro Manila, PhilippinesMandaluyongMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 2 years ago
2021-11-06T16:00:00+00:00Job closed.
Job Description
- Monitors daily output of teams under Site of responsibility
- Maximizes Team efficiency by creating and implementing daily, monthly, quarterly and yearly work tasks/plans aligned with project initiatives and goals
- Collaborates with Regional Leads and with other Site Managers to meet all Key Performance Measures (KPMs) for the Site and of the project as set by the Site Manager &/or by senior management
- Collects and consolidates reporting requirements of the Site (target cases, pending onshore requests & escalation)
- Fosters and maintains good client service relationship
- Facilitates weekly conference calls between Manila and onshore teams (client & Accenture team) to provide updates and/or come up with resolution on key issues that affect production and quality
- Manages and seeks opportunities to improve key functional and technical business processes for the client
- Acts as first point of contact of the onshore teams and Accenture onshore team on follow-up items, &/or resolution of outstanding requests and escalated items
- Collects and consolidates escalated team &/or Site issues that remain unaddressed (technology, target cases, pending onshore requests & escalation) for escalation to the onshore Site Managers and Site Lead (client) &/or to the Manila Unit Lead as appropriate
- In the absence of the Unit Lead, may assist other Sites in getting resolution on escalated issues that remain unaddressed (technology, target cases, pending onshore requests & escalation)
- Assesses current processes and recommends
- Acts as internal Quality Audit Lead of Site of responsibility
- Acts as mentor and coach of team members
- Creates and finalizes performance appraisals of team members
- Conducts formal performance review with team members
- Identifies training opportunities for team members
- Creates and executes developmental plans of team members
- Develops performance improvement plan for poor performers
- Provides guidance to supervisors and other Site Managers in developing expertise through knowledge sharing
- Provides developmental feedback &/or in creating developmental plans of supervisors under Site of responsibility
- Enforces company policies (including disciplinary actions)
- Finalizes changes on team/project policies and procedures
- Acts as back-up of Unit Lead in case of unplanned/planned absences
- Conducts pre-employment interviews for supervisors
- Provides input on performance of trainees for screening purposes
- Screens and selects candidates for leadership open positions
- Approves and allocates resources to teams under Site of responsibility within budget as set by Unit Lead
- Plans, creates and approves Site work schedule and Site team building activities within budget as set by Unit Lead
- Participates &/or heads client presentations and meetings
- Represents the unit in BPO meetings and initiatives
- Seeks opportunities to grow the business for Accenture and for the client
- Other responsibilities deemed appropriate by the Unit Lead &/or senior management
Minimum Qualifications
- Open to College graduate and undergraduate with relevant work experience
- Must have at least 12 years overall experience in BPO Operations Management supporting Healthcare accounts with claims background (Back office or Voice)
- Must have at least 7 years of Leadership experience
- People Management Skills
- Client Management Skills
- Financial and SLA Management Skills
Required Skills
- Operations Management
Jobs Summary
- Job Level
- Director / Executive
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Robinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila
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About Accenture Philippines
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. We help organizations maximize their performance and achieve their vision. We develop and implement technology solutions to improve our clients’ productivity and efficiency — and may run parts of their operations on their behalf. Ultimately, we enable our clients to become high-performance businesses and governments. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.