The Operations Manager will oversee daily operations in the dermatology industry, focusing on enhancing efficiency and streamlining processes. You will coordinate between departments, manage inventory, and utilize ERP systems to ensure smooth operations. Your role will also include implementing cost reduction strategies and leading process improvements. Strong analytical, communication, and leadership skills are essential for this position.

• Department Coordination: Collaborate with various departments to ensure seamless operations and effective communication across the organization.

• Inventory Management: Oversee inventory levels, manage stock control, and ensure timely replenishment to meet operational needs.

• ERP Experience: Utilize ERP systems to manage and optimize operational processes, generate reports, and maintain accurate records.

• Cost Reduction: Develop and implement strategies to reduce operational costs without compromising quality.

• Process Improvement: Streamline processes to enhance efficiency and productivity within the organization.

• Analytical: Analyze operational data to identify trends, make informed decisions, and drive improvements.

• People Handling: Manage and lead a team, providing guidance and support to ensure high performance and engagement.

Role Name: Operations Manager

Company Overview: Call Center/ IT-Enabled Service/ BPO

Job Responsibilities:

This position handles operational and tactical decisions, such as developing key performance metrics, managing outsourcing, and developing team leaders.

Operations Strategy and Planning:

• Contribute positively and effective to a new BPO
• Supervise agents, supervisors, and team leaders in day-to-day operations in accordance with organizational policies and applicable legal requirements.
• Continuously develop, implement, and review operational strategies, evaluate state-of-the-art technologies, and establish systems, policies, and procedures to improve efficiency, reduce errors, and enhance productivity.
• Provide subject matter expertise in handling escalated calls and complaints, and implement best practices in the process.
• Develop and maintain effective processes for recruiting, onboarding, training, scheduling, mentoring, coaching, performance standards, and rewards and recognition for people and leadership development.

Client-Centric:

• Participate in the development and presentation of business development proposals.
• Provide excellent customer service, assess client needs through Key Performance Indicators (KPIs), ensure customer satisfaction, and report on performance related to customer accounts.
• Balance the needs of key stakeholders and ensure teams are aware of business objectives.
• Implement and oversee the quality of deliverables, and effectively manage team relationships to ensure exceptional performance.
• Maintain data privacy and protect customer information.

People and Leadership:

• Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs.
• Provide regular feedback to the Director, Chief Operating Officer, and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time, including but not limited to financial, performance, and human resources issues.
• Ensure compliance with all company and business policies, procedures, and regulations relating to job duties by following the "lead by example" rule.
• Execute short- and long-term performance goals developed by the Senior Management Team.
• Collaborate with respective Operational Support Teams to train employees to meet client demands.
• Be responsible for the department’s overall performance and for motivating the team to exceed departmental goals and objectives.
• Monitor staff work for quality assurance to foster continuous process improvement and provide excellent service to all customers.
• Effectively coach direct reports on their performance to ensure they meet performance metrics.
• Develop and implement a succession leadership plan and a learning and development program to decrease attrition rates and maintain employee satisfaction.
• Maintain a safe and secure work environment by adhering to safety practices.
• Perform other duties as assigned by management.

• Achieve sales targets in coordination with the Sales & Marketing Team.
• Create and execute marketing campaigns and strategies aimed at optimizing the conversion of marketing expenditures into measurable business outcomes.
• Develop and manage budget plans to ensure effective allocation of resources across various marketing channels.
• Provide marketing collateral, product information, and sales messages to support the sales process.
• Data-Driven Insights:
• Prepare daily and monthly sales reports.
• Measure performance, track KPIs, and identify areas for optimization.
• Collaborate with the sales team to align marketing efforts with sales targets.

Position Overview:

The Ops Manager with a training and quality background will lead operations for a 

customer service campaign, focusing on training development, quality assurance, 

and performance improvement. This role will ensure that team members deliver 

high-quality service and meet campaign objectives.

Key Responsibilities:

• Oversee the training and development programs for customer service representatives, ensuring alignment with campaign goals.
• Implement quality assurance processes to evaluate and enhance the performance of customer service agents.
• Analyze customer feedback and performance metrics to identify training needs and areas for improvement.
• Develop and maintain training materials, resources, and assessment tools.
• Collaborate with stakeholders to align training initiatives with operational objectives and client expectations.
• Facilitate ongoing coaching and support for staff to enhance service delivery and operational efficiency

Bossjob is a HRTech startup that connects companies in Southeast Asia to experienced professionals through accurate recommendation and instant direct chats. We're a diverse team based across Singapore, Philippines and China and we welcome like-minded individuals to join us in our journey.

Bossjob is looking for a Growth Operations Director to spearhead business expansion by evaluating, planning, and executing strategic initiatives. In this role, you will primarily collaborate with Bossjob's executive team and leaders in Sale and Marketing to identify growth opportunities, determine operational needs, define project scopes, and execute strategic plans. This position offers a significant chance to shape Bossjob's future growth and direction.

Responsibilities:

Strategic Evaluation and Growth Initiatives

• Assess and prioritize strategic growth opportunities, including geographic expansion, new vertical markets, product and service introductions, and innovative partnership and distribution models.
• Propose and develop innovative strategies to increase Monthly Active Users (MAUs).

Sales and Business Development

• Drive sales growth and support long-term business expansion by building and nurturing relationships with potential clients, agents, and partners.

Business Case Development

• Create comprehensive business cases encompassing opportunity sizing, market and competitive strategies, functional requirements, and execution timelines. Collaborate with finance to develop budget estimates.

Campaign Management

• Develop, implement, and continuously refine marketing campaigns.
• Oversee routine and special campaigns, manage production rollouts and change requests, and support new initiatives.

Execution and Problem-Solving

• Manage the daily execution of strategic initiatives, including problem framing, planning, meeting facilitation, analysis, deliverable tracking, and progress reporting.
• Apply a solution-oriented approach to strategize and solve problems, understanding commercial dynamics, and translating business drivers into compelling customer value propositions.

Process and Metrics Management

• Create and manage metrics to track initiative progress and success, working with the Analyst team to implement data-driven reporting.
• Develop and implement scalable, data-driven business processes to support the concurrent execution of growth initiatives while managing time and resource constraints.

Organizational Efficiency

• Exhibit strong organizational skills, meticulous attention to detail, and a focus on process improvement to enhance day-to-day operations.

Oversee the daily operation of the branch

Provide excellent service for our customers

Allocate branch resources for staff and client needs

Liaise between the branch and its headquarter's office

Manage financial reports for the branch

Organize outreach to new team members and customers

Responsibilities:

• Manage the branch’s budget
• Hire and train employees
• Solve problems for customers and staff
• Supervise branch employees
• Communicate news and learning opportunities to other branches
• Help customers and staff solve problems
• Skills and qualifications
• Strong leadership skills
• An affinity for problem-solving
• Financial analytical skills
• Highly organized with time and team management
• Strong communication skills
• An eagerness to grow the branch network
• Preferred Qualifications

• Manage a team of RTA analysts to ensure business continuity through outage and event management along with business-as-usual KPIs.

• Agent schedule adherence and queue management using WFM tools and call-out non-adherence activities to business and operations teams.

• Enforce schedule adherence and KPI deliveries such as Service Level, AHT, Abandon, and ASA.

• Monitor skilling changes for various units within a business to effectively manage channels/units based on dynamic requirements.

• Suggest recommendations to WFM units as well as Operations to manage Overtime, VTOs, Same day ATOs and other offline activities based on intraday performance.

• Create intraday and historical reporting to share business KPI delivery with stakeholders.

• Create ad-hoc reports for real-time analysis on deviations to forecast, plans or schedules.

• Create and present performance review presentations to stakeholders with statistical and analytical insights.

The Operations Manager oversees service delivery, meeting client KPIs and regulatory compliance. Responsibilities include managing operations, resolving client complaints, contributing to product development and project management, implementing operational improvements, and handling financial management. The role also involves leading a team with a focus on performance reviews and employee engagement. The ideal candidate excels in client relationship management, adheres to standards, and maintains high-quality operations while adapting to evolving needs.

Salary: 70,000 - 120,000

Work setup: Work onsite - Makati

Job Title:

Director of Operations

Location: Angeles City (Healthscope Services Office, Nepo2 Center)

Job Type: Full-time

About Us:

We are a remote staffing provider to US based healthcare companies operating in the Philippines for over 13 years. Our client is a leading durable Medical Equipment (DME) provider specializing in sleep apnea solutions. Their commitment to patient care and operational excellence has made them a trusted name in the industry. Our client is building out a new team expected to number over 1,000 employees over the next two years and is looking for a talented and experienced Director of Operations to build the team, oversee their back-office functions and ensure smooth, compliant, and efficient operations.

As the Operations Manager, you will build, train, lead and manage our client’s back-office Philippines based operations, particularly focusing on patient intake, insurance approvals, and document auditing to prevent billing issues. You will lead a team based in Angeles City (Nepo2 Center) Philippines, working during US business hours, and will be expected to have an in-depth knowledge of Brightree software.

•   Oversee all back-office operations, ensuring seamless workflow from patient intake to insurance approvals and audit.

•   Lead, train, and build a high-performing team responsible for back-office functions, ensuring compliance and accuracy in all tasks.

•   Conduct audits of patient documents and billing processes to prevent errors and maintain compliance with DME standards and regulations.

•   Implement and monitor operational strategies to improve efficiency and productivity.

•   Collaborate closely with the client’s US-based team to ensure that the needs of the business are met during US working hours.

•   Provide expert guidance on the use of Brightree software, ensuring that the team is proficient and the system is fully optimized for the client’s needs.

Job Description: Process Excellence Manager at Salmon Fintech 

Position: Process Excellence Manager

Department: Customer Service 

Location: Mandaluyong, Metro Manila 

Reports to: Head of Customer Service Operations 

About Salmon: 

Salmon is a dynamic fintech company providing innovative financial products and services, empowering customers with seamless digital banking and lending experiences. Our mission is to revolutionize financial services, and we are looking for a Process Excellence Manager to drive continuous improvements in customer service and operational processes. 

Role Overview: 

As a Process Excellence Manager, you will lead the development and implementation of process improvement initiatives within the customer service function. This role focuses on analyzing and optimizing workflows, identifying inefficiencies, and ensuring that the customer service team operates at the highest level of performance. You will collaborate with cross-functional teams to ensure customer satisfaction and operational efficiency. 

Key Responsibilities: 

• Lead process improvement initiatives to streamline customer service operations and enhance customer experience. 
• Conduct thorough analysis of current workflows and systems to identify inefficiencies and areas for improvement. 
• Develop and implement standardized processes, procedures, and metrics that align with business objectives. 
• Monitor performance indicators and customer satisfaction metrics to track progress and drive continuous improvement. 
• Collaborate with technology and product teams to automate processes and integrate new tools for enhanced service delivery. 
• Drive the adoption of Lean, Six Sigma, and other process optimization methodologies within the customer service team. 
• Train and mentor customer service associates and team leaders on best practices for operational excellence. 
• Lead root cause analysis efforts for recurring customer issues and ensure the implementation of effective solutions. 
• Act as a key liaison between customer service and other departments, ensuring smooth communication and operational alignment. 
• Prepare reports and presentations for senior management on process improvements, customer service metrics, and performance. 

Qualifications: 

• Education: Bachelor’s degree in Business Administration, Engineering, Operations Management, or a related field. Master’s degree or relevant certifications (e.g., Lean Six Sigma Green/Black Belt) is a plus. 
• Experience: 
• Minimum of 5 years of experience in process improvement or operational excellence, preferably in the fintech, banking, or technology sectors. 
• Proven experience in leading process improvement initiatives, including experience with Lean, Six Sigma, or other methodologies. 
• Skills: 
• Strong analytical skills with the ability to dissect complex processes and recommend improvements. 
• Excellent project management skills, including experience managing cross-functional teams. 
• Proficient in using process mapping tools, data analytics, and performance measurement systems. 
• Strong communication and interpersonal skills, with the ability to influence stakeholders and drive change. 

The Merchandising Manager will be responsible for developing and executing merchandising strategies that drive sales, enhance product assortments, and ensure optimal stock levels for air-conditioning, refrigeration, and car aircon parts and supplies. This role involves collaboration with suppliers (local and international), internal teams, and external partners to align with the company’s goals for profitability, customer satisfaction, and market leadership. The ideal candidate will have strong analytical skills, an eye for detail, and a deep understanding of the HVAC and automotive cooling parts industry.

The Operation Manager will oversee the day-to-day operations of the company, ensuring that the processes supporting AI development, product delivery, and client engagement run efficiently and effectively. This role requires a balance of operational expertise, technical understanding of AI, and strategic thinking to support business growth and innovation.

Operational Leadership:

• Lead and manage daily operations to ensure smooth execution of AI projects, from development to deployment.
• Streamline operational processes, including product development cycles, data collection, and machine learning model training.
• Monitor KPIs to assess the performance of AI systems and optimize workflows accordingly.

Process Improvement:

• Identify areas for operational improvements and implement strategies to enhance efficiency and scalability.
• Automate repetitive processes using AI-driven solutions.
• Collaborate with cross-functional teams (engineering, data science, product) to ensure alignment in operational processes.

Team Management:

• Oversee operations staff, assigning tasks, monitoring performance, and facilitating professional development.
• Foster a culture of continuous improvement, innovation, and operational excellence.

Project Management:

• Ensure that AI projects are delivered on time and within budget, coordinating efforts between various teams and departments.
• Manage external partnerships and vendor relationships, ensuring they align with company objectives.

Budgeting & Cost Management:

• Develop and manage operational budgets to ensure the financial efficiency of the AI operations.
• Forecast operational costs for AI infrastructure, tools, and human resources.

Compliance & Risk Management:

• Ensure adherence to data privacy laws, AI ethics, and regulatory compliance across all operational processes.
• Identify and mitigate risks associated with AI operations, including data security and AI model performance.

SCOPE OF WORK

• Work and collaborate with Trainers, Change Managers and the eLearning teams to develop learning objectives, content, outline, scripts and multimedia screen animations
• Provide expert design and recommendations for digital and online requirements
• Design instructional materials such as CBTs, videos, presentations and exercises as eLearning content to support change management and learning for staff
• Understand different technologies and facilities used to conduct online and remote site eLearning
• Produce prototype and mock-up screens during design and development
• Create and edit graphics, animation, audio, text, video clips, and other content as needed for the courseware
• Construct courseware using storyboards, graphics, audio, animations, video and text that fits into an appropriate delivery form
• Coordinate with different business units to ensure timely delivery of projects

SUMMARY

The ideal candidate is responsible for overseeing and managing all aspects of customer service within the Department Store with a primary focus on delivering customer experiences. This includes developing and implementing strategies to enhance customer satisfaction, loyalty, and advocacy.

KEY RESPONSIBILITIES

• To develop and implement strategies to enhance customer satisfaction and loyalty.
• To ensure that the store's customer service operations run smoothly and efficiently.
• To foster positive and welcoming atmosphere for customer.
• To be able to take ownership of tasks and proactively seek out opportunities for improvement.

The Manager, Contact Center is responsible for the for the daily operations of the Contact Call Center.

Essential Functions and Tasks

• Manages Contact Center team operations, orients, trains, coaches, counsels, and disciplines staff. Plans, monitors, appraises, and reviews staff job contributions. Implements cross functional training and succession planning as allowable
• Oversees and manages the overall health and management of the day-to-day contact center operations
• Evaluates, designs, and implements improvement initiatives to deliver increased productivity, process efficiency, improved quality and deliver an industry leading contact center experience
• Implements, monitors, and analyzes report data to effectively and efficiently manage operation and call center performance (e.g. call metrics/service levels, inventory management, KPIs, quality performance, and customer satisfaction)
• Ensures appropriate call center phone coverage, scheduling changes, call routing, and overall work force management