Senior Vice President (SVP) of Operations
(1 Vacancy)
Job Description:
-Develop and execute the strategic plan for both US-based and Philippine-based operations in alignment with global objectives.
-Oversee the Profit and loss (P&L), ensuring operational efficiency, cost-effectiveness, and revenue growth.
-Identify opportunities for business expansion, process improvements, and service enhancements.
-Achieve G&Os (Goals & Objectives) as set by the Group COO.
-Manage end-to-end operations for Contact Center, Claims Processing, and P2E services, ensuring delivery excellence.
-Define, implement, and monitor Key Performance Indicators (KPIs) to measure and optimize performance across all service lines.
-Drive continuous improvement initiatives to enhance service quality, productivity, and scalability.
-Ensure compliance with SOC 2 and HITRUST certification requirements, maintaining the highest data security and privacy standards.
-Lead efforts to meet all internal and external audit requirements, working closely with compliance and IT teams.
-Foster a culture of accountability and adherence to security protocols across all levels of the organization.
-Build, lead, and develop a high-performing leadership team to drive operational and strategic goals.
-Implement compensation plans that are market-competitive and reward peak performance.
-Develop an optimal organizational structure to close skill gaps and meet client needs and margin requirements.
-Implement talent development programs, including training, succession planning, and leadership development.
-Oversee workforce planning and resource allocation to meet operational and client demands.
-Champion the company’s mission, vision, and values, fostering a cohesive and positive organizational culture.
-Promote diversity, equity, and inclusion within the workplace.
-Lead initiatives to enhance employee engagement, satisfaction, and retention.
-Act as a key point of contact for clients, ensuring high satisfaction and engagement levels.
-Collaborate with the global client services team to align Philippine operations with client expectations.
-Provide proactive solutions to address client needs and strengthen partnerships.
-Serve as the primary liaison with local government agencies, ensuring compliance with labor laws, tax regulations, and other statutory requirements.
-Represent the company in industry associations, community engagements, and events to build a strong local presence.
-Develop relationships with local officials and key stakeholders to support business objectives.
-Develop plans to optimize the use of present office space.
-Implement plans to maximize work-from-home options for employees.
-Evaluate and recommend options for expansion to a second location in the Philippines.
Applications may be sent to: Julie Ranin
recruitmentph@imagenetllc.com