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)





2. PURPOSE OF THE ROLE

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












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