Operations Director

The position of Site Operations Director manages all Acelis Connected Health (Heart Failure) operations located within Manila. The Operations Director is responsible for all lines of businesses across all business functions, including : revenue cycle management, customer service, quality systems, business analytics, and process excellence.

The Operations Director works and reports with senior stakeholders onshore in different areas such as, but not limited to, Customer Service, Supply Chain, IT, Software Engineering, Revenue Cycle Management, Quality, and Business Excellence.

Principle Responsibilities

Executive Leadership & Strategy

• Direct all operations across multiple client programs to meet financial and performance goals.
• Build strong relationships with clients by acting as the main point of contact for the Manila site.
• Lead site-wide culture initiatives to keep employee morale high and reduce turnover rates.
• Manage the site budget by tracking profits, losses, and overall spending.
  
  

• Oversee billing workflows to ensure healthcare or financial accounts process payments accurately and quickly.
• Monitor financial compliance to follow strict industry rules and minimize billing errors.
• Maximize collection rates for clients by fixing bottlenecks in the payment funnel.
  
  

• Meet service level agreements (SLAs) such as answering calls quickly and keeping hold times low.
• Improve customer satisfaction (CSAT) scores by implementing better agent training and coaching methods.
• Handle critical escalations when major customer service issues cannot be resolved by lower-level managers.
  
  

• Enforce quality standards across all teams to ensure agents follow scripts and policies perfectly.
• Audit operational processes regularly to safeguard sensitive client and customer data.
• Mitigate business risks by staying updated on local labor laws and international data privacy rules.
  
  

• Review performance data daily to spot trends, predict call volumes, and allocate staff correctly.
• Present executive reports to client stakeholders and global corporate leaders regarding site achievements.
• Turn data into action by using statistics to solve operational weaknesses.
  
  

• Standardize operational workflows to eliminate waste and speed up production.
• Drive continuous improvement projects using frameworks like Lean or Six Sigma.
• Collaborate with IT to seamlessly adopt new automation tools and software platforms.
  
  

• Bachelor’s degree in Business Administration, Management, or a related field
• 10+ years of BPO experience with at least 5 years in a senior executive or director-level role.
• Multi-functional background proving successful management over RCM, customer care, and data teams.
  
  

• Master's degree in Business Administration, Management, or a related field.
• Financial acumen with deep experience managing large Site Profit and Loss (P&L) statements.
• Process methodology certification such as a Six Sigma Green or Black Belt.
• RCM expertise including a solid grasp of medical billing, coding, or financial clearinghouse operations.
• Data tool familiarity with platforms like PowerBI, Tableau, or advanced Excel spreadsheet modeling.
• Strategic thinking to align Manila site capabilities with global corporate goals.
• Excellent communication skills to confidently lead town halls and pitch to international teams.
• Change management skills to guide large teams through technology upgrades or client transitions.
• Filipino labor law knowledge to handle local employee relations and human resource escalations properly.