Operations Manager / Team Leader (Healthcare Account – BPO)

We are looking for a licensed Philippine Registered Nurse (PHRN) with strong BPO leadership experience to manage operations and lead teams for a Healthcare account. This role combines operational oversight with clinical understanding, ensuring exceptional service delivery, regulatory compliance, and team development in a fast-paced BPO environment.

Key Responsibilities:

• Oversee daily operations to achieve client SLAs, KPIs, and quality standards.
• Lead, coach, and mentor teams to maintain high performance, engagement, and continuous improvement.
• Review and monitor healthcare processes to ensure accuracy, compliance, and patient information confidentiality (HIPAA and data privacy).
• Handle escalations and provide resolution support while maintaining strong client relationships.
• Collaborate with internal stakeholders and clients on process updates, performance strategies, and improvement initiatives.
• Prepare and present accurate operational and performance reports to management.
• Support training, upskilling, and professional development initiatives for team members.

Qualifications:

• Active Philippine Registered Nurse (PHRN) license required.
• Bachelors degree in Nursing or a related healthcare field.
• 35 years of BPO experience, including at least 12 years in a leadership or managerial role (Operations Manager or Team Leader).
• Strong knowledge of healthcare processes such as medical billing, utilization management, insurance, or claims.
• Excellent leadership, communication, and problem-solving skills.
• Ability to work in a fast-paced, metrics-driven environment and adapt to shifting priorities.
• Proficiency in MS Office and operational reporting tools.