Operations Manager

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 second-in-line 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 high-quality services to our clients.

The Operations Manager (OM) assumes complete accountability for handling operational and client-related 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 month-to-month 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 day-to-day 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

• Ad-hoc tasks as required

Requirements

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.

Benefits

WHAT WE OFFER:

Great Place to Work-Certified Company

Premium HMO

Holistic employee experience

Rewards and incentives

Monthly engagement activities