Key Responsibilities: - Lead and drive operational reviews including deep dives on individual accounts/clients to ensure daily routines/cadence are adhered within teams. - Establish model to proactively identify risks and early warning signals with regards to the client operational health, KPI's and Service levels - Influence and Coach clients teams to maintain client level risk registers and action plan - Liaison with other functional teams to create process FMEA's and standard controls top ensure no leakage/error - Drive implementation and deployment of standard operations practices within the aligned group, including best practices, management tools, and dashboard measures - Integrates delivery resources with Customer Service, shared services, point solutions and other functional team to provide seamless client and participant experience by eliminating repeat cases and customer effort with a focused and structured problem solving approach - Drives adherence to identifying trends and issues via the operational dashboard measures and reviews plans to ensure we are delivering for participants and clients. Ensures team is operating with a culture to create an exceptional participant experience. - Ensures the participant interactions are owned end to end, including resolution via shared services and other point solutions groups - Establish audit framework to ensure Right the first time delivery. Ensure coverage across Processes, System, Tools and People. Establish feedback and close loop mechanism - Define and deploy Health leader and PTM effectiveness programs - Provide RCA/CAPA training and create client level experts to induce critical thinking. Key Responsibilities: Reviews RCAs and ensures appropriate plans are executed to prevent repeat issues. Identifies opportunities and work with team to deploy solutions - Drive participant/client experience and delivery excellence by identifying improvement/value generating opportunities and working with other functional teams to execute - Define and deploy communication routines with Client, and ensure adherence - Provide consulting to client by sharing success stories with regards to delivery, process excellence, risk management, integration and customer experience - In case of Urgent & high-risk situation, intervenes and works closely with the team to drive resolution. Change Management: - Plan for self and aligned group to navigate for effective implementation of change - Effectively communicates through the change management process and reinforces behaviours toward the desired state Stakeholder and Relationship Management: - Develops strong working relationships with Business leaders and works closely on development and achievement of strategic objectives - Displays strong business acumen to address escalations with business stakeholders, and facilitates an open, constructive dialogue with stakeholders on key issues and risks - Utilizes strong oral and written communication skills to effectively communicate at multiple levels of the organization and with external partners, both technical and business aligned Quality Management: - Sets/ shares quality expectations and goals for the aligned business group - Supports the continuous improvement agenda for the aligned business group Role Complexity : - Works on diverse issues where analysis of situations or data requires evaluation of a variety of factors - Able to develop conclusions from analyses and apply results to the organization's business operations - Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Discretion : - Decisions normally have impact on the functional area and on clients and/or other parts of the company - Decisions are typically guided by functional practices, management precedents and professional standards. Interaction: - Networks with senior internal and external personnel in own area of expertise - Uses knowledge to provide consultative advice and recommendations within specific functional areas - Demonstrates flexibility - Working with global and off-shore resources may require flexible work hours Supervision/Leadership: - Operates independently and with initiative according to established standards and principles - May manage, supervise or provide support, guidance and training to others Role-specific Technical Skills and Knowledge: Strong background in solutions (Health), project management and technology possessing the following required skills/experience: - Ability to lead and drive operational reviews and provide status reports - Ability to effectively manage internal and external projects plans and internal status meetings; - Ability to train groups on delivery excellence tools/techniques like RCA, FMEA etc. - Ability to create and run Project Management reports; - Ability to work with functional teams and manage internal/external stakeholders - Ability to build sustainable business network to drive positive operational outcomes - Effective communication and influencing skills; - Strong analytical and problem-solving skills; - Strong coaching and feedback skills; - Advanced knowledge of managing operations; - Ability to drive decisions and continuous improvement using data; - Deep knowledge of operating platform and tools - Deep understanding of the Shared Service groups and ability to work across teams - Ability to lead in an environment with changing and competing priorities. - Ability to build sustainable business network to drive positive operational outcomes - Knowledge of internal policies, tools, resources and operational best practices; Work Experience and Eligibility: - 5+ years of experience - Health Welfare operational experience - Minimum 5 years of progress delivery excellence, analytical, project management or business analysis experience - Project management certification preferred - Agile experience preferred - Data analytics and quality methodologies certification preferred - Open to work in flexible shifts as per business needs

Mumbai

Deputy Manager - Process Excellence - BPO 

Job Description for Deputy Manager - Process Excellence - BPO  in Stalwart management in  Mumbai for (5-10) years of experience. Apply Now!