Director of Operations

Sagility combines industry-leading technology and ...

Sagility LLC is a global leader in business process management and member/patient experience, combining technology-powered services with decades of healthcare domain expertise to drive positive outcomes. We optimize the entire member experience through service offerings such as utilization management, care management, and an Aging in Place product suite focused on better health outcomes.

We are currently seeking a talented Director of Operations to play both a strategic and tactical role in the organization. This role will drive the overall strategic direction and tactical execution of service provided within reporting teams, working collaboratively with the program leaders to develop plans, structure resources, support, and achieve targets through an engaged team.

Key Responsibilities:

• Responsible for end to end service delivery with high customer engagement, client relationship management, training, quality and process efficiencies & workforce management
• Set the vision, direction, and culture of the team by managing performance, expectations, and goals and mentoring the team to meet and exceed performance targets
• Reward and discipline employees, resolving conflicts staffing and development of employees
• Deliver all contractual obligations, high quality and productivity within the department
• Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
• Drive quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
• Participate on business leadership meetings, helping to develop and drive strategies and programs to improve the competitive position and profitability of the organization
• Develop and achieve performance goals and objectives in order to achieve customer support expectations
• Maintain excellent relationships across various levels, building trust and a reputation for exceptional integrity, best in class levels of service and partnership. 
• Build a culture of excellence by driving best practices across the programme. 
• Ensure that adequate risk management practices are in place and in alignment with client needs ensuring that the programme meets with all audit requirements as per Sagility and the client standards.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned. 

Education, Experience, and Skills:

• Bachelor’s degree in related field or similar discipline
• Minimum 10-12 years of experience BPO with at least 5 years working at a senior management level in Operations
• Experience managing international voice operations working with an international BPO company
• Demonstrated experience in managing a large team of 300+ employees
• Ability to remotely manage multiple sites
• Experience in US Healthcare would be an advantage 
• Excellent analytical skills 
• Experience building and managing teams with proven success in maintaining clients during difficult times as well as successfully reducing and maintaining lower than industry average attrition rates. 
• Good interpersonal skills, including teamwork, facilitation and negotiation 
• Excellent communication skills (both written and oral); 
• Ability to interact with all levels of management, business leaders and stakeholders 

Join our team, we look forward to talking with you!