Partner at Aambridge
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Senior Manager - Operations - BPO (5-15 yrs)
Roles & Responsibilities:
- Transition and Project Planning
- Identifying Process Improvement Initiatives to drive process excellence
- Adherence to company policies
- Reporting the financial metrics dashboard to the internal management team
- Co-ordinate on Process Quality requirements
- Reporting the process performance through the Roadmap review
- Review SOW
- FTE Capacity Planning Vs. Forecasted workload/volumes with clients
- Identify potential business growth opportunities
- Define and review KRA's for Process Managers
- Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact
- Ensuring the process meets and exceeds the defined Service Levels
- Review Customer Escalations and Provide Effective solutions
- Ensuring the accuracy of transactions and billable hours.
- Ensuring complete responsibility of the process related deliverables
- Consolidating the invoicing details for client's approval
- Review and Report Project updates to senior management.
- Handling client escalations
- Is able to identify problems and take decisions independently
- Provides solutions to individual and organizational challenges
- Identify and suggest innovative solutions on existing business
- Provide cost benefit solutions to Partners.
- Build customer rapport.
- Liaison with Internal customers
- Driving Perfect Service and Identifying Value adds
- Identify and participate in training / developmental programs
- Identify developmental programs for Process Managers
- Manage and address second level team escalations.
- Motivate and encourage team members.
- Handle skip level meetings for the processes.
- Grooming and creating back-ups for the Managers
Desired skill sets
- US health care (ERISA/HIPAA/State Mandates)
- Process SLA
- Awareness of ISO, ISMS
- Telephone etiquettes
- MS office
- High Level Process Knowledge
- Effective communication
- Good analytical skills
- People Management
- Feedback and Counseling
- Presentation
- Coaching and Mentoring
- Handling Multiple processes and Large teams
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