Advantmed - Director - Workforce Management - US Healthcare Domain

Primary Purpose: Be a part critical driver of organizations growth objectives by optimizing the global WFM structure thus bringing in better per FTE/employee productivity and support global operations in a manner that that minimizes wastes and build replicable, systemic, productivity oriented processes, near accurate forecasts thus enabling the organization to realize its- growth aspirations on a sustainable basis.

Key Job outcomes :

Workforce management :

- Effectively set up sustainable Forecasting, Staffing, Scheduling and Reporting frameworks of Workforce Management to optimize resources and maximize customer satisfaction/NPS.

- Creating effective process and governance for planning & hiring across organization leadership to facilitate the understanding and effective resolution of demand supply gap, special events planning, etc.

- Implementing workforce management measurement methods such as forecasting accuracy/variance, hiring throughput/yield, SLA/TAT/ASA/Abandon/Wait times, Adherence/Conformance across large organizations.

- Effectively coordinate with teams/departments other than ops like HR/Recruitment/Training, Technology, Facilities/Transport, Program Quality, BD/Marketing etc.

- Responsible for seat planning for all locations with the aim of optimum utilization of available space & controlling the cost per seat

- Proactively and in a process oriented manner provide inputs on infra structure & IT related procurements like system & other H/W, headset/IP phones, E1/T1 etc.

Forecasting & Planning:

- Creation and implementation of forecasting process & adherence framework for tracking business performance and reduce variance so as to meet stakeholder & client satisfaction over long and short-range horizon

- Define, discuss and prepare upstream and downstream processes for forecasting in coordination with different stakeholders.

Reporting & Business Intelligence:

- Ensure effective data warehousing leading to centralization of data collection and productivity and Workforce reporting across various verticals to provide a consolidated view of organization workforce planning year on year to derive future lessons from the same.

- Effectively support the operation teams with actionable insights and Business MIS to manage delivery across US, Puerto Rico, Manila and India.

Commercial Analysis/Reporting:

- Effectively create a closed loop mechanism to disseminate opex specific inputs to central Finance department to facilitate timely payouts and adherence to Budget

- Engage in Budgeting/ROFO process, new RFP bids, Facilities analysis to achieve two-fold objective of optimizing cost to serve and simultaneously give inputs to create revenue generation opportunities from the existing base

Client Relationship Management/Account management Interface :

- Identifying and driving performance improvements using objective measurement bases on year on Year Client SLA's and ensure that HC is optimized basis increase in productivity of existing resources.

- Understanding and coordinating client needs and service related issue of clients to provide solutions in adherence to delivery schedules.

- Monitoring overall functioning of the WFM processes across various service lines, identifying improvement areas as well as implementing them through concrete plans to maximize customer satisfaction level.

- Mapping clients requirements and coordinating and developing and implementing processes in-line with the guideless specified in the SOW or SLA as provided by the client/s.

- Provide Inputs towards RFPs/RFIs as and when required.

People Leadership:

- Effectively build a culture of engagement & performance through providing clarity, direction, organization and purpose to the team.

- Effectively and on sustainable basis continuous learning through need assessment, best practice sharing and rewards and recognition.

Work Relations :

Internal :

- Reporting to Chief Operating Officer for all functional as well as admin issues.

- Interfacing with all service level heads and managers based out of India as well as other global offices. (24 X 7 work environment).

- Interfacing with Business development, finance, Human resources, administration team members and software development teams of for all functional as well as operational issues.

- Interfacing with employee committees and all employee through town halls and webinars.

External:

- Interface with potential and existing vendors and channel partners.

Qualification :

- Graduation in any science stream. - Mandatory.

- Good to have: Post Graduate in Management - or statistics/mathematics - Full time course from a reputed institution.

- Trained on Advanced excel tools and Other reporting tools.

Expected Competencies :

- Pioneering, Affability, Persuasiveness, Friendliness, Positivity, Rapport, Communication, Activity, Restlessness, Alertness, Urgency, Ebullience, Animation, Flexibility, Persistence, Independence, Strong Will, Adventurousness, Boldness, Courage, Venturesome

- Tangible, measurable results must be obtained despite opposition or resistance to their accomplishment. There is pressure to meet deadlines in an environment laced with a wide variety of problems and unexpected interruptions.

- The Job Profile indicates that the job requirement is for a person who is inspirational, manipulative and has the drive to achieve. The job is likely to require that tangible, measurable results are to be obtained through other, wherein one will not have any direct control. There is a need of high Relationship building skills. There may be necessity to be flexible to work in time zones as per the need of stakeholders. May need to work in an environment laced with a wide variety of problems and high ambiguity. Communication and people skills are also important aspects of the job. The person fulfilling this role should be self-starting, People facing, imaginative, direct, influential, team player and self-confident. Independence, mobility, activity, pace and authority are also factors which could be important to this position.

Experience: 12-15 Yrs, primarily in global Health Care or ITeS space. Health care Domain experience is good to have, however ITeS experience is a must.

A. Minimum 5 years of relevant experience in managing WFM function in any ITeS organization of 2500+ Employees.

B. Min 3 years exposure Multi-country, Multi- Process WFM operations.

C. Min 2 years of experience in generating automated forecasting models.

D. Should have exposure to working with US time zone interface

Desired Key Expertise for the job:

- Exposure of US healthcare domain is desirable.

- Exceptional, demonstrable knowledge of Microsoft Office.

- Demonstrable ability to manage a range of projects types and complex business initiatives and change programs.

- Demonstrable ability to and experience of providing input to organizational business and budget planning

- Demonstrable ability to work well with people from many different disciplines with varying degrees of technical experience.

- Extremely strong analytical and problem -solving skills.

- Proven strong negotiating and consensus building abilities.

- Proven skills to work effectively across internal functional areas in ambiguous situations.

- Highly self- motivated, self- directed, and attentive to detail.

- Ability to effectively prioritize and execute tasks in a high- pressure environment.

No. of vacancies: One

Working Hours: 5 days week. Shift Hours: (1400 HRS to 2330 HRS)

(Flexibility to stretch and work in a 24X 7 environment is a MUST)