Associate Director-Operations at Sagility

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

01 Aug, 26

Salary

0.0

Posted On

03 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational leadership, Healthcare BPO, People management, P&L management, Client relationship management, Strategic planning, Data-driven decision making, Process improvement, Performance management, Conflict resolution, Communication skills, Stakeholder management, Workforce management, Compliance, Coaching, Talent development

Industry

Operations Consulting

Description

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. The role is to manage the overall business culture and operations of the site; including the development, guidance and direction of the Call Center and Support Staff. An experienced and well rounded “hands on” leader with a focus on driving operational performance, facility management, P&L and continuous improvement initiatives. Job title: Associate Director-Operations Job Description: Education Bachelor’s degree in management, Marketing, Psychology, Life Sciences, or a related field Experience 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 Core Competencies & Skills 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 Key Responsibilities Operational Leadership 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 Client & Stakeholder Management 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 Cross‑Functional Collaboration 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 People Leadership & Development 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 Financial & Strategic Ownership 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: Quezon City, Bridgetowne ZetaPhilippines 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. Already keen? Discover your next role with Sagility, a great place to work.

Responsibilities

The Associate Director of Operations is responsible for managing site culture, call center operations, and support staff to ensure performance and profitability. They will oversee daily operational metrics, client SLAs, and cross-functional collaboration while driving continuous process improvement.