Operations Manager
Operations Manager
Posted on :
21-05-2024
Employer Active
1 Vacancy
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Jobs by Experience
5years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
21-05-2024
Job Description
- In this role you will be the Second Point of Contact for client escalations for Managed Solutions. You will also act as the default Senior Operations Manager and secondinline during the absence of the Senior Operations Manager.
- The Operations Manager (OM) will be accountable for overseeing daily operations optimizing processes and managing all assigned Managed Solutions campaigns to deliver highquality services to our clients.
- The Operations Manager (OM) assumes complete accountability for handling operational and clientrelated challenges providing valuable recommendations and solutions to tackle them effectively. It is the responsibility of the OM to contribute towards achieving the projected annual revenue and maintaining the forecasted gross margin percentage on a monthtomonth basis.
- Key performance indicators encompass client retention Net Promoter Score (NPS) Customer Satisfaction (CSAT) score role cancellations and Senior Quality Assurance (SQA) variance.
- Additionally the OM may take the lead in negotiating and amending contracts throughout their lifecycle while also offering actionable feedback for enhancing processes both internally and externally.
OPERATIONS MANAGER Responsibilities
Maintain the role of managing the overall operations of the assigned managed solutions campaign and diligently fulfill the associated duties and responsibilities expected of this position:
Ensure SLA and service delivery adherence through effective workforce planning to ensure efficient operations
Translates business unit goals into actionable plans.
Drive overall performance on a daily basis by setting clear goals and developing strategies
Track key performance metrics and identify ways to improve customer experience
Ensure compliance rules and execution of contract agreements
Prepare and organize all documents for all processes and policies and make necessary
recommendations for improvement
Prepare and analyze all analytical dashboards and prepare ad hoc reports within the
appropriate timeframe
Monitor effective implementation of all projects and recommendations to improve
operations and increase profit
Provide regular reporting and join business reviews with the clients and senior
management.
Maintain operations and processes according to required standards and maintain
consistency in the same
Administer all operating data and transactions for various billings and assist in efficient
renewals
Act as first escalation to address daytoday issues and escalations that impact operations and client relations
Develop staff by assessing competencies and promoting training and career planning
Select train develop and manage the performance of staff; coordinate plan and assign work in accordance with the policies
Implement employee engagement rewards and recognition activities to drive performance illicit employee satisfaction and mitigate attrition
Work and collaborate with support functions other departments vendors and partners to develop tactical and operational initiatives
Achieve budgetary measurements
Act as the direct supervisor for employees assigned
Coach and handle the personal development of the teams
Handle escalated concerns from associates
Provide excellent customer service to clients
Conduct Performance Management for the teams
Ensure that all customer and client complaints/discrepancies received are logged and properly investigated
Monitor the quality of service delivered to clients
Ensure achievement of targets and adherence to the Service Level Agreement (SLA)
specified by the client
Responsible for the attainment of client goals efficiency targets and overall team performance
Develop forms templates and systems that improve the efficiency accuracy and quality of guest services
Develop and update policies and procedures in accordance with relevant legislation
Maintain CRM up to date
Adhoc tasks as required
Requirements
- At least 3 years of related experience
- Health Care Account Experience
- Multitasking abilities.
- Fast learner and able to keep up with any updates/changes.
- Excellent communication and problemsolving skills.
- Familiarity with the weight loss industry is a plus.
Benefits
WHAT WE OFFER:
Great Place to WorkCertified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
At least 3+ years of related experience Health Care Account Experience Multi-tasking abilities. Fast learner and able to keep up with any updates/changes. Excellent communication and problem-solving skills. Familiarity with the weight loss industry is a plus.
Employment Type
Full Time
Key Skills
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