HR at Transhill Management Services
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General Manager - Service Delivery Operations - BPO/KPO (15-20 yrs)
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.
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