Operations Director - Remote (Philippines)

This is a remote position.

OPERATIONS DIRECTOR ROLE

Employee Retention Benefits, Inc. (ERB)

1. POSITION INFORMATION

• Position Title: Operations Director

• Department: Operations / Client Experience

• Reports To: Integrator

• Location: Remote / Offshore (Philippines or equivalent)

The Operations Director is responsible for building, leading, and stabilizing ERB’s operational engine, with a primary focus on Client Service execution, internal workflows, and operational scalability.

This role ensures that all internal processes are structured, efficient, and consistently executed to support company growth.

The Operations Director owns how work gets done, ensuring that service delivery is predictable, scalable, and free from operational friction.

This is a builder and stabilizer role, not a maintenance role.

3. ROLE DEFINITION

Operations Director

Role Purpose The Operations Director owns Client Service (CST) execution, QA & Audit oversight (Public Sector), and internal workflow design. This role ensures that all operational processes are standardized, documented, and scalable.

The role is responsible for aligning execution across departments and ensuring that internal delivery meets company standards for accuracy, timeliness, and efficiency.

4. CORE AREAS OF OWNERSHIP

• Client Service (CST execution & workflow)

• QA & Audit (Public Sector only)

• Operational capacity planning

• SOPs, systems, and documentation

• Cross-department delivery alignment

5. KEY RESPONSIBILITIES

A. Operational Strategy & Execution

• Design and own end-to-end operational workflows across Client Service and internal processes

• Translate leadership priorities into structured, executable workflows

• Ensure operational readiness to support company growth and increasing demand

• Identify inefficiencies, bottlenecks, and breakdowns — and implement permanent solutions

B. QA & Audit Oversight (Public Sector Only)

• Establish and enforce QA standards and audit checkpoints

• Own:
• defect prevention
• error tracking
• root-cause resolution
• Ensure compliance with internal SOPs and data accuracy standards

• Provide QA reporting and trend analysis to leadership

Note: QA & Audit for Private Sector accounts remains under Account Director.

C. Client Service (CST) Execution Oversight

• Own CST workflow structure and execution standards

• Ensure CST workflows align with account and enrollment requirements

• Maintain:
• SLA performance
• service quality standards
• escalation workflows
• Drive process discipline and documentation standards

• Eliminate recurring service issues through systemic fixes

Current Structure: CST and Operations function as a single execution team until further organizational scaling requires separation.

D. Team Build-Out & Leadership

• Hire, onboard, and develop operational support roles

• Apply EOS LMA (Lead, Manage, Accountable) principles

• Define:
• clear role accountability
• KPIs and scorecards
• Coach team members to take ownership of outcomes

E. Systems, SOPs & Scalability

• Build and maintain SOPs in ConnecTeam and operational systems

• Standardize workflows for consistency and repeatability

• Ensure adoption and proper use of:
• CRM systems
• tracking tools
• reporting platforms
• Implement operational dashboards and scorecards

F. Cross-Functional Alignment

• Partner with Finance to support:
• billing accuracy
• payroll timing
• operational capacity planning
• Ensure smooth operational handoffs between departments

• Align internal workflows with business needs without creating friction