Position Summary:

Horatio is seeking an experienced Operations Manager to lead one of our dedicated healthcare teams and oversee its operational success. This role encompasses formulating strategic initiatives, driving performance improvements, managing procurement of necessary materials and resources, ensuring strict compliance with all relevant regulations, mentoring and developing team members, implementing best practices across all levels of the operation, and continuously increasing the quality of customer service delivery.

To be considered for this position, candidates must have a strong background in healthcare operations and proven experience in a similar role within a BPO environment.

Responsibilities:

• Manage and execute all operations efficiently and cost-effectively.
• Improve operational management systems, processes, and best practices
• Help the organization’s processes remain legally compliant
• Formulate strategic and operational objectives
• Examine financial data and use it to improve profitability
• Manage KPIs and develop action plans to identify opportunities for improvement, and deliver performance updates both internally and to clients.
• Perform quality controls and monitor production KPIs
• Lead, mentor, and develop a team, including all aspects of staff management, from recruiting and training to supervision and ensuring task completion.
• Find ways to increase the quality of customer service.
• Serve as a primary POC for clients, building and maintaining strong client relationships.

Required Skills/Abilities:

• Excellent (near-native) English proficiency is a requirement for this job
• BPO experience and understanding of metrics and drivers.
• Experience in the Healthcare industry is mandatory.
• Proven experience in client-facing operational roles.
• Proven work experience as an Operations Manager or similar role
• Knowledge of organizational effectiveness and operations management
• Tech-savvy and Advanced proficiency in G-Suite/MS Office.
• Outstanding organizational and leadership skills.
• Critical thinking skills with a proven ability to identify issues and develop effective solutions.
• Must be a fast learner and possess high adaptability to evolving processes and demands.

Education and Experience:

• 2+ years of experience in similar roles.
• Degree in Business, Operations Management, or a related field.
• Previous experience in healthcare operations within a BPO environment.

On-site role in Bogota.