Clinical Operations Director

Roles and Responsibilities

• Executive leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity
• Provide end-to-end business process leadership & execution. Analyze performance results of the team and implement process improvements. Drive continuous development of existing processes as well as develop new processes to meet emerging business needs
• Directly accountable for and routinely reviews account’s performance against contract metrics and client. Meet all Client Service Level Agreements (deliverables)
• Leads total span of 1,500 FTEs and 2-3 Associate Directors (9I)
• Introduce new and innovative ideas to promote growth and value across the business
• Proactively support the continuous development of high performing teams & individual performance while cultivating
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
• Ensure the highest quality of service for both internal and external customers by developing and implementing Operations Procedures Manuals, Business Continuity Plans (BCP), and Standard Operating Procedures (SOPs).
• Providing ongoing liaison support for US-based leaders and operators that facilitates effective communication channels between the US, the Philippines, and India when necessary
• Managing and executing against P&L targets, ensure financial and operational targets are met for assigned areas of responsibility
• Expanding scope of services and capabilities of Philippines-based team to expose new value creation opportunities over time

Skills and Competencies

• Client Management
• Analytical Thinking
• Strategic Management
• Client and Relationship Management
• Financial Management
• High Level Project Management
• Executive Leadership Skills
• Profit & Loss Management

Qualifications:

• Bachelor’s degree in management or a related field. A master’s degree (MBA) is strongly preferred.
• 10- 15 years of experience in a leadership/director role, preferably in a healthcare, clinical or call center environment.
• Demonstrated success working collaboratively across multiple stakeholders in a global environment
• Deep understanding of strategy, operations, reporting and forecasting with a demonstrated ability to quickly aggregate and analyze information and draw conclusions
• Ability to quickly understand needs and act on those needs; ability to conceptualize and effectuate change management and “out of the box” thinking
• Effective communicator capable of effectively presenting ideas and selling concepts and tactics with excellent writing skills and a proven ability to communicate effectively with executive levels