Associate Director - Remote Customer Service & Patient Care Operations

About the role

Associate Directors oversee operations in a remote Customer Service / Patient Care facility, covering inbound, outbound and back-office processes such as chats, emails and SMS, or a blended environment. They aim to meet clients' SLA requirements, contractual obligations and the company's objectives and financial goals for the role. The role calls for being a strategic thinker who inspires and motivates the operational team.

Key responsibilities

• Take part in strategic meetings to help shape agreements with clients, offsites and strategic planning, and solve problems
• Achieve and sustain corporate OKRs and operational and client performance expectations for each line of business assigned
• Promote employee engagement and development through the five core values and the Elevate Performance with Care model
• Review and analyse reporting to support strategic decisions, and analyse financial results (expected hours versus invoiced hours), find root causes and improve them
• Manage the assigned engagement budget and meet financial operational targets, including FTE expectations, accurate and timely invoice approvals and a relevant incentive structure
• Act on operational targets raised during onboarding, client escalations or contractual changes, and support performance and training initiatives
• Liaise with Customer Success in client business reviews to maintain trust in the management process, and develop motivation campaigns

Required profile

• Bachelor's degree required; postgraduate or master's degree desired, preferably in Business Administration, Industrial Engineering or a related field, with finance and/or economics
• 5+ years of experience in BPO/KPO services, preferably in a leadership or similar role
• Advanced English, written and spoken
• Leadership, analytical and performance management skills

Required skills

• Knowledge of computerised information systems used in BPO/KPO industries
• Strong interpersonal skills and ability to collaborate across the organisation

What we offer

• A growing, high-performance organisation
• The chance to influence talent development and business results
• A collaborative environment with strong cross-functional exposure
• Continuous growth and leadership development opportunities