The Associate Director of Operations leads business culture and operations, oversees call center management, drives operational performance, and ensures compliance and client satisfaction while mentoring staff and driving strategic initiatives.
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Education
- Bachelor’s degree in management, Marketing, Psychology, Life Sciences, or a related field
- 7+ years overall experience in customer service or BPO operations
- 5+ years of people and operations management experience
- Prior experience managing healthcare accounts and work‑from‑home (WFH) operations preferred
- Proven leadership managing WFH operations and healthcare BPO programs
- Experience leading teams across multiple Philippine locations
- Strong track record in driving operational performance, client KPIs, and profitability
- Strategic, data‑driven leader with strong operational and financial acumen
- Excellent stakeholder management with clients and senior leaders
- Strong coaching, engagement, and talent development capability
- Ability to lead process improvement and transformation initiatives
- Proficient in operational technologies, reporting tools, and productivity systems
- Exceptional communication, problem‑solving, and conflict‑resolution skills
- Ability to operate effectively in a complex, fast‑paced, global environment
- Own and oversee daily operational performance across Quality, Service Level, Productivity, and AHT
- Ensure adherence to client SLAs, internal policies, and compliance requirements (including HIPAA)
- Lead weekly and monthly operational reviews, including action plans and performance reporting
- Proactively identify and mitigate operational risks, escalations, and financial leakages
- Serve as a key client interface during weekly reviews, escalations, and site visits
- Present performance updates and recovery plans as needed
- Partner with Account Management and senior leaders to drive program growth and stability
- Submit timely and accurate operational, financial, and invoice reports
- Work closely with Quality, Training, Workforce Management, HR, IT, and Business Excellence teams
- Ensure proper monitoring coverage as defined in the SOW
- Lead transition and implementation activities in coordination with Transition Program Managers
- Align training calendars and readiness to support operational demands
- Provide daily leadership and direction to Operations Managers and functional leaders
- Conduct regular coaching sessions to improve performance and control cost drivers
- Drive employee engagement, recognition programs, and retention initiatives
- Develop succession and growth plans for leadership roles
- Support hiring and staffing of key program roles
- Own program budgeting, cost management, and profitability
- Drive data‑backed decisions to improve efficiency and productivity
- Recommend and implement Continuous Process Improvement (CPI) initiatives
- Ensure operational strategies align with broader business objectives
This role requires a hands‑on, execution‑focused leader who can balance operational rigor, people leadership, and client partnership while driving sustainable business outcomes.
Location:
Top Skills
Operational Technologies
Productivity Systems
Reporting Tools
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