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17/11 Pragati Jain
Consultant at Innoquest Consulting

Views:426 Applications:108 Rec. Actions:Recruiter Actions:9

General Manager - Contact Center Operations - US Healthcare (16-25 yrs)

Bangalore Job Code: 1181780

Objectives and Responsibilities of GM Pharmacy Operations.

(A) As a Strategic Thinker:

- Identifying Transformational Value Creation via RPA and Analytics offerings.

- Design Thinker and bringing thought leadership to the Business

- Account Management

- P&L Management (Revenue management, Cost Optimization, Improvements)

- Client Communications Management

- Has a Solution Design experience and could help create new line of business with the Service value stream

- Stakeholder Management

(B) As Driving Results:

- Track program performance and its impact on the financial goal

- SLA & Metrics Management

- Responsible for monthly/quarterly/annual performance appraisals of employees in the vertical.

- Identify opportunities to streamline business processes and systems.

- Represent the company and actively participate in operational reviews, MBR s/QBRs

- Attend to Client calls, Status Meeting and Client Feedback.

(C) As a Partner with Clients:

- Delivering Highest Level of Service Delivery Standards

- Exemplify Passion for excellence

- Ability to enhance the Service Model and design innovative commercial models to drive profitability.

(D) Lead People

- Inspirational Leadership

- Lead from the front as the SME of the Business/ Program

- Design & Drive People Metrics

- Improve employee retention and enhance employee engagement.

Qualifications & Mandatory Skills:

- Graduation / Postgraduate / Preferably PMI Certified

- 16-20+ years' experience in the industry, out of which at-least 6+ years' experience as a Unit Lead

- Extensive experience in US Healthcare with 12- 14+ years in CLAIMS & PHARMACY Operations/ Pharmacy management/Process excellence/operations strategy.

- Prior experience in managing Medicare part D programs is preferred

- US health care (ERISA/HIPAA/State Mandates)

- Preferably Six Sigma/ Lean Sigma certified

- Awareness of ISO, ISMS & other Compliance and Audit Parameters

- Astute understanding of MS Office Tools

Women-friendly workplace:

Maternity and Paternity Benefits

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