Job Description: 

Position Title: Assistant Regional Manager – Visayas & Mindanao

Department: Business

Reports To: Regional Manager - Visayas & Mindanao

Work station: Cebu office

Position Overview:

The Assistant Regional Manager – Visayas & Mindanao is responsible for maximizing productivity, operational efficiency, and business performance across all Visayas & Mindanao operations except sales.

This role manages two functional teams:

• Patient Care Coordinators team – customer coordination, scheduling, follow-ups, payments, inquiries, retention, and upselling
• Digital prosthetic engineer (DPE) / Prosthetic Care Representative (PCR)  field team – staff responsible for patrol execution and fittings

The Assistant Regional Manager does not provide technical or clinical instructions. All technical and prosthetic quality decisions are handled by the designated P&O operation manager.

This position focuses on people management, workflow execution, performance control, and revenue growth.

Key Responsibilities:

1. Team & Productivity Management (PC & DPE)

• Manage attendance, scheduling, workload balance, and performance of both PC and DPE teams.
• Set clear productivity targets for each team (output, response time,patrol completion).
• Monitor daily KPIs and remove operational bottlenecks.
• Conduct regular alignment and performance meetings.

2. Operational Execution

• Ensure patrols, fittings, appointments, and follow-ups are executed on time.
• Coordinate with Patient Coordinators to optimize route and staff utilization.
• Track task completion and escalate delays or non-compliance.
• Support Regional Manager to enhance operational efficiency in coordination with Sales teams. 

3. Customer Experience & Retention (PC)

• Train Patient coordinators to be able to follow the required protocols in terms of communication with patients
• Identify opportunities to improve patient experience with us and keep raising our operation quality.
• Understand patient needs and suggest promotion/ process change/ etc to enhance their experience with the company.

4. Business & Performance Reporting

• Update all the data required in the systems to accurate and timely reporting.
• Analyze regional KPIs across PC and DPE teams.
• Prepare business performance reports and improvement proposals.
• Support profitability tracking with the Regional Manager.

5. Compliance & Process Control

• Enforce SOPs, patrol rules, reporting workflows, and service standards.
• Keep all the patient documents obtained and stored in physical and soft copy folders as required. 
• Company travel and expense rules are fully adhered to by all members
• Proper coordination with accounting for payment collection, receipts, and invoice issuances
• Identify inefficiencies and propose process improvements.

6. Logistics & Workplace Standards

• Arrange travel logistics of DPE/PCRs and ensure most cost effective trips
• Keep all DPE tools and equipment in good working conditions and replace/issue where necessary
• Manufactured devices accepted by DPEs are kept in the designated store in a proper manner. 

Key Performance Indicators (KPIs):

• Productivity per PC & DPE staff
• Patrol execution & appointment completion rate
• Customer satisfaction survey score
• Number of final delivered against target
• DPE expenses - travel, overtime, etc

Qualifications Required:

• Minimum 5 years in operations or people management 
• Experience managing multi-function teams (minimum 2 years supervisory)
• Bachelor’s degree in business field
• Excellent English & Visayan communication
• Proficient in Microsoft Office & Google tools
• Willingness to travel within Visayas & Mindanao
• Healthcare, field service, or sales operations experience (preferred)