Manager - Operations - Healthcare BPO

Operations Manager for Global MNC Healthcare BPO based in Mumba

Currently we have a vacancy as Operations Manager with our clients who are a very large, professionally managed, highly profitable Global MNC fully-integrated Healthcare BPO based in USA-World Leaders in their field. Our clients have a Global turnover exceeding Rs.3000 crores. Our clients are on a rapid transformation phase and hope to grow very rapidly in the next few years..Our clients are expanding very rapidly in Mumbai and wish to recruit Operations Manager to lead a team of FTEs. The position is based in Mumbai suburbs and reports to the VP-Ops.They have a highly modern office and dynamic style of management.

One & final interviews are scheduled on Friday 12th February between 10.00 am & 4 pm.

Job Profile : The position will involve travelling onsite+offsite and working in shifts. The position involves:

- Service Delivery

- Enable the AVP/VP to run Operations. Will bring in strong operations skills to the Account, will partner & compliment with Domain specialist. Improve the operational systems & processes in the Account

- Improve cost/chart

- Manage client SLAs (turn-around-time, quality)

- Production planning - monthly, weekly and daily queue management, movement of resource

- Project management - Resource planning as per project scope, risk management and escalation management. Achieve client and organization objectives for a given project

- Diligently use data driven tools and application to drive performance and decision making

- Team Management

- Goal setting, coaching and feedback, performance management, team development

- Career Management and development of leaders

- Coaching leads - Facilitate formal and informal training

- People Engagement (One-One's, Team meeting, skip meeting etc.,); Attrition Management

- Stakeholder Management

- Understand and finalize the scope with clients and onsite teams

- Manage client interaction over conference calls and/or emails

- Process Improvement

- Drive efficiency and productivity initiatives

- Improve client and employee experience by continuous improvements

- Capability Index Development

- Development and constant improvement of capability index of the team

- Compliance

- Manage external and internal quality and security standards (HIPPA/ISO/ISMS) audits and accountable for audit clearance.

- Maintain documentation to demonstrate adherence to compliance standards; Audit readiness; Floor etiquettes.

- Value Add

- Drives generation and execution of ideas at an organizational level.

Candidate Profile :

- Graduates with 6-9 years experience in international BPOs and at least 3-4 years as Sr. Team Leader/Assistant Manager / Manager