Advantmed - Manager - Workforce Management/Capacity Planning - Healthcare/ITeS Domain

Position : Manager - WFM

Organization : Advantmed India LLP

Function/SBU : Medical Record Review

Base Location : Ahmedabad

Reporting Manager : Asst. Director

Role : Workforce Management, Capacity planning Lead

Primary Purpose: Effectively work as Workforce Management subject matter expert to identify resource planning & management for all facets of clinical wfm such as forecasting, planning, scheduling, monitoring, rostering and various analytics to adjust resources to meet business objectives across organization encompassing India and US location.

Key Job outcomes:

Workforce management :

- Augment the Workforce Management (WFM) process/es currently utilized for forecasting and scheduling. (Strategic thinking, planning ahead and predicting what is going to happen).

- Responsible for setup new department with sub department which will align to business need as per organizational structure

- Effectively define wfm process flows and define the process documents towards the same.

- Responsible for preparing training module for new hires as per forecasting.

- Responsible for Recruiting & Training strategies of new employees.

- Effectively coordinate with internal department for all operations planning & forecasting.

Forecasting & Planning :

- Responsible for developing and maintaining refined forecasting and capacity models, and develop tools and techniques that enhance the quality and accuracy of the forecast.

- Establishes a statistical baseline forecast for all clinical sub departments . Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc. to team.

- Develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning; both detail and executive review levels.

- Develop and maintain sophisticated forecasting and capacity models, and develop tools and techniques that enhance the quality and accuracy of the forecast.

- Assess and quantify near term risk or opportunities as identified through this process of analysis and forecasting. Quantify the impact of business initiatives by partnering with all levels of the organization and forecasting workload impacts appropriately.

Reporting & Business Intelligence :

- Manage the people and critical processes that ensure the Operational units will service our clients

- Manage long term forecast / staff plan and lead monthly staff and budget meeting

- Bring efficiency in internal business processes of each level through automation

- WFM Subject Matter expertise with strong experience in Advanced Excel as well as strong knowledge in VBA Coding.

Commercial Analysis & Reporting:

- Responsible for updating statistical information into WFM modeling software.

- Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365.

- Provide ad hoc analysis; formulate conclusions, and present conclusions to management.

- Collection, analysis and reporting of project / agent / department performance statistics

- Oversee analysis and reporting of employee performance including adherence

- Responsible for Rostering, Shrinkage, Performance Bonus report, up time & down time etc.

Client Relationship Management/Account management Interface :

- Effectively managing clients requirements and coordinating and developing and implementing processes in-line with the guideless specified provided by the client/s.

- Maintain and coordinating with client for service related issue of clients to provide solutions in adherence to delivery schedules.

- Recognize and recommends operational and support improvements for forecasting.

People Management :

- Maintains a close working relationship with all department leaders in developing staffing strategies.

- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and downtime.

- Oversee intraday management of scheduling procedures, analysis of real time workload requirements to manage operations:

a. Analyze and report historical data and trends and develop forecast models

b. Generate long and short term forecasts models

c. Manage employee information changes

d. Manage proactive approval and denial of discretionary activities such as vacations, trainings, meetings

e. Lead daily and weekly staffing review meetings with management and intraday analyst detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks

f. Generate new forecast when current day forecast has high deviation from actual

g. Fill overtime and under time availability

- Responsible for maximizing efficiency and occupancy while meeting service objectives

- Recognizes and recommends operational and support improvements

- Perform other duties and assignments as directed.

Work Relations :

Internal :

- Reporting to Asst. Director of MRR for all functional.

- Interfacing with all service level heads and managers based out of India.

- Interfacing with COO/V.P - Operations/CPET on various budgeting and Projections.

- Interfacing with finance, Human resources, administration team members and software development teams of for all operational communication.

External:

- Coordination with clients (if required).

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.

- Expertise in Advanced Excel

- Strong knowledge in VBA coding

- Extremely strong mathematical, analytical and organization skills.

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 : 8-10 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.

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

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

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.

- 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: (1000 HRS to 1930 HRS)