General Manager - Service Delivery Operations - BPO/KPO

Essential:

- Operations management

- Services Delivery Operations B2B or B2C

- Healthcare services delivery exposure

- Must have aggregated multiple functions

- Should be strong in Planning & Implementation

- Operations: Delivery of Services as per SLAs & resolve issues

- Ensure Client life cycle management & engagement

- Active user of Technology

- Start-up experience preferred

Service Delivery:

- Define processes

- Quality Control & Assurance

- SLA management

- Resources planning

- Outstanding management/ collections

Client life cycle management/ engagement:

- To develop a lasting engagement based on QoS & relationship

- To have periodic feedback sessions & resolve issues proactively

Collaboration:

- To actively co-work with other functions: Medical Team (Radiologists), Technology, HR, Finance & Billing, Training, Revenue Assurance & Quality teams

- Develop a co-ordinated services package for client's delight

Technology:

- To actively participate & use technical tools for automation of Operations including performance measures, Client tools

Customer Experience

- To measure customer experience & develop/implement measures for enhancing the C-Sat.

- To provide inputs/feedback to other teams & facilitate development of processes for superior customer experience.

- Complaint & Issue resolution, RCA, CAPA

Preferred Sectors (not exhaustive): BPO/ KPO, Healthcare, Telecom, Hospitality, Tech services Cos. like Uber/ Swiggy etc.