JOB SUMMARY: The Operations Manager leads the healthcare claims processing delivery center, overseeing Assistant Managers and a team of at least 50 Claim Resolution Specialists . This role is performance-driven and responsible for operational excellence, workforce planning, team development, and client satisfaction. The ideal candidate has strong experience in call center operations, preferably within healthcare back-office environments such as Revenue Cycle Management (RCM) or Accounts Receivable (AR) . This is a full-time, on-site role requiring regular attendance at the Iloilo delivery center and alignment with U.S. CST working hours. KEY RESPONSIBILITIES: Supervise supervisors managing inbound and outbound teams. Guide and coach team members on best practices in claims resolution. Monitor productivity metrics and ensure operational targets are met. Promote a high-performance culture focused on accountability and continuous improvement. Oversee workforce planning and set clear team objectives. Ensure high levels of customer satisfaction across service interactions. Track and improve team performance, including payroll accuracy. Provide continuous coaching, feedback, and performance management. Communicate process updates clearly and consistently to the team. Collaborate with Quality Assurance, Training, IT, and Recruitment teams. Manage staffing processes including hiring, performance reviews, disciplinary actions, and terminations. Serve as a subject matter expert on client processes and operational needs. Perform other duties as assigned. MUST HAVE: 8-10 years of call center operations experience ( healthcare/RCM/AR preferred ). 3-5 years of management experience. Bachelor's degree or equivalent work experience. Fluent in English (verbal and written). Strong organizational and communication skills. Willing to work assigned shifts aligned with U.S. CST hours. Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook). Strong conflict resolution and problem-solving skills. Customer-focused mindset with attention to detail and empathy. Ability to manage multiple priorities in a fast-paced environment. Must pass background/security checks and drug screening. NICE TO HAVE: Extensive experience in healthcare back-office operations (RCM or AR). Experience handling large teams (50+ employees). Exposure to U.S. healthcare claims processing. Experience working with cross-functional teams in a structured BPO environment. Experience managing performance improvement plans (PIPs) and workforce optimization strategies.