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Peter M. — Senior Healthcare Operations Director from Philippines

Peter M.

Senior Healthcare Operations Director

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Peter P. is a senior operations leader with over 18 years of management experience, including 8 years in senior roles across Healthcare, Insurance, Banking & Finance, Staffing & Recruitment, BPO, and Lead Generation industries. As Service Delivery Manager at Optum Global Services, he managed service delivery for a large healthcare portfolio, leading a 1,000+ FTE ramp and overseeing KPI frameworks. Previously, as an Integrator at My Business Care Team, Peter acted as Director of Operations, driving AI-enabled process optimization and heading cross-functional teams for operational strategy and P&L ownership. His leadership roles at eTeam Philippines and CEF Solutions Inc. involved overseeing multi-site staffing operations and global recruitment programs, while managerial experience at HGS and WNS focused on P&L management, quality and compliance governance, and capacity planning. Peter is skilled in designing large-scale operations, performance turnaround, and leveraging AI/process automation for operational efficiency.

Experience

  • Service Delivery Manager

    Optum Global Services · 2024 — Present
    Oversee daily service delivery and operations for a significant healthcare portfolio, ensuring alignment with both client and organizational goals. Manage a ramp of 1,000+ FTE covering aspects such as hiring strategy, organizational structure, onboarding, stabilization, and governance. Control the KPI framework and analyze performance metrics to drive improvements in SLAs, quality, CSAT, and regulatory compliance. Collaborate with Quality, Training, Workforce Management, and client leadership to enhance capacity planning, operational scalability, and ongoing improvement.

  • Integrator

    My Business Care Team · 2023 — 2024
    Function as the EOS Integrator or acting Director of Operations, transforming executive vision into operational strategies, KPIs, and execution plans. Manage comprehensive operations encompassing delivery, quality, workforce, processes, and technology while overseeing P&L and profitability targets. Guide functional leaders in HR, Recruitment, Client Success, Sales, Marketing, IT, and Operations to achieve growth, efficiency, and service excellence. Facilitate client onboarding, business expansions, and contract reviews, while implementing AI-enabled quality workflow enhancements for improved accuracy and client satisfaction.

  • Vertical Head

    eTeam Philippines · 2022 — 2023
    Direct operations and client management for a staffing vertical within the Philippines, leading a team of over 200 FTE, including seniors in operations management and recruitment. Hold responsibility for vertical P&L, balancing revenue growth with fulfillment SLAs, delivery quality, and cost optimization. Develop and oversee a structured sourcing strategy to address capacity constraints and enhance submission timelines.

  • Program Manager

    CEF Solutions Inc. · 2022 — 2022
    Lead global recruitment initiatives with complete responsibility for SLAs, pipeline health, and maintaining client satisfaction. Establish standardized reporting, governance procedures, and escalation frameworks, aiming to boost transparency and enhance decision-making processes while increasing stakeholder confidence.

  • Operations Manager

    Hinduja Global Solutions (HGS) · 2021 — 2021
    Manage operations within the banking and finance sector, focusing on compliance with regulatory standards, risk control measures, and achieving KPI targets. Conduct quarterly and monthly business reviews with clients to ensure operational performance aligns with contract and regulatory expectations.

  • Group Manager

    WNS · 2018 — 2021
    Oversee insurance operations across multiple teams, with a focus on KPI performance, coaching frameworks, and capacity planning. Implement coaching initiatives and process automation to enhance quality, shorten handling times, and increase overall operational efficiency.

  • Operations & Training Manager

    Voiceless Technologies
    Held responsibilities in operations and training within the lead generation sector.

  • Sales Manager

    Mynimo.com
    Managed sales operations in the online advertising space.

  • Operations Manager

    DigiCon IT Services
    Oversaw operations within lead generation.

  • Senior Operations Supervisor

    Leadamorphosis Inc.
    Served as a supervisor in operations.

  • Trainer

    Stream Global Services
    Provided training support in the satellite radio sector.

  • Operations Supervisor

    Convergys Philippines
    Supervised operations within the telecom and cable industry.

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