Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

　　The Opportunity

　　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, including VAD and INR across all business functions, including: revenue cycle management, data management, professional services, and business excellence.

　　The Operations Director works and reports with senior stakeholders onshore in different areas such as, but not limited to, Operations & Performance Management, People Management, Revenue Profit and Cost management, Sales & Client Services, Training & Process Management, Leadership, Strategy and Organizational/Program safety and Security.

　　Principle Responsibilities

　　The following reflects management’s definition of essential functions for this job, but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

　　Deliver on goals across revenue cycle management, customer service, and data mgmt. as directed by US-based functional leaders

　　Ensure compliance to all critical business requirements, including offshoring sensitivity

　　Collaborate with local HR and cross-divisional leadership to retain top talent and create development pipeline

　　Foster winning culture, highlighted by continuous improvement and employee engagement

　　Provides inspired leadership for the organization.

　　Lead the execution of programs and strategies by coordinating efforts through all concerned operations and support groups. Makes important policy, planning and business decisions

　　Manage all assigned accounts with a focus on achieving defined business goals and objectives through coordination and partnership with key business partners.

　　Coordinates, negotiates, and works with other groups within or outside of the organization to meet service level agreements, maximize the department’s ability to increase operating efficiencies and achieve organizational objectives.

　　Motivate, develop, and retain strong teams committed to organizational goals.

　　Identify growth opportunities for staff and encourage participation.

　　Adept at championing change through building relationships with peers, business leaders, and vendors.

　　Provide guidance and direction to staff including hiring, disciplinary action, staff development, goal formulation and performance review.

　　Manages direct reports’ behavior and implements necessary reinforcement or disciplinary action.

　　Identifies areas of opportunities to reduce overall cost with increasing efficiency across the program.

　　Lead metrics reporting meetings, improvement plan discussions / and or requesting client support.

　　Other duties may be assigned.

　　Required Qualifications

　　Four-year degree from an accredited college or university is strongly preferred

　　Managerial experience with direct reports in a call center environment

　　Preferred Qualifications

　　Microsoft Suite of products including Excel, Outlook, Word, and PowerPoint

　　Superior Customer Focus Skills

　　High Degree of Professionalism

　　High degree of knowledge of Training Needs Analysis and Transactional Quality

　　Excellent analytical skills

　　Span of Control / Complexity

　　Directly manages Senior Operations Managers/ Operations Managers/Assistant Managers and oversees staff of approximately 100 FTEs.

　　Competencies

　　At least 5-year experience in operations management in a call center facility.

　　Extensive use of computerized maintenance management systems.

　　Demonstrated ability to work and communicate professionally, verbally, and in written form with internal and external customers.

　　Demonstrated customer service excellence.

　　Amenable to work shifting and night shift schedule

　　Good leadership and people/conflict management skills

　　Deadline oriented and must have strong organizational skill.

　　Physical Requirements

　　Must be able to work sitting down for extended periods of time.

　　Must be able to work with computer and multiple computer screens for extended periods of time.

　　No lifting over 10 pounds required without assistance.

　　An Equal Opportunity Employer

　　Abbot welcomes and encourages diversity in our workforce.

　　We provide reasonable accommodation to qualified individuals with disabilities.

　　To request accommodation, please call 224-667-4913 or email [email protected]