AGM/DGM - Quality/Process Excellence & Transactional Quality - Healthcare Business

This opportunity is with a reputed BPO in the Healthcare Domain.

Healthcare quality experience is mandatory.

Key areas of responsibilities (KRAs) :

- Manage a portfolio of improvement / transactional quality

- Lead improvement/reengineering opportunity identification across vertical through strategic reviews/process mapping/metrics analysis, benchmarking, VOCs, etc

- Lead Capability building of the operations/support function teams in improvement methodologies

- Act as Subject Matter Expert for providing analysis support and guiding teams on improvement methodology

- Mentor and lead improvement projects

- Generate business impact through Improvement initiatives.

Desired skill sets

- Strong analytical skills

- Strong facilitation skills

- Customer facing and interaction abilities.

- Excellent interpersonal and communication skills

- Ability to conduct end to end process mapping and managing process improvement/process re-engineering

- Ability to manage a portfolio of improvement/reengineering projects

- Ability to develop process frameworks

- Sound knowledge of tools/technologies in ITES and support functions

- Work experience as Quality consultants will be an added advantage.

- Ability to train and conduct workshops

- Ability to work across various geographies.

Desired qualifications (including certifications) :

- Graduate

- Master's in Business Administration or any Post-graduation will be an added advantage.

- Certified Six Sigma Green/Black Belt with a minimum of 3 years of experience in the role of managing projects portfolio

Desired years of experience :

- Around 10-15 years, 5-7 years of BPO experience in Healthcare

- Preferably, should have leadership experience in the field of Quality/ Excellence/ Operations.

- Work experience in MNCs or reputed organizations will be an added advantage.

Internal Customers, if any :

- Senior Management of the geography and client services

- Operations/support functions