Head - Operations - IT Healthcare Startup

Head Operations - IT Healthcare startup

- Responsible for end-to-end Customer Experience to drive Business growth under B2B for all lines of business including all Virtual services.

- Proficient in translating company's business strategy into operational goals with visible metrics.

- Work on the entire activity including RFP & MoU creation by defining the operations spec, escalation matrix etc

- Collaborate with technology, sales, finance and admin teams to develop systems/solutions to meet clients- requirements.

- Experience in Setting-up, managing operations and turning around the performance of a large scale customer care contact centres

- Define the detailed procedures and approach for transitioning help desk operations from the client's business units to India

- Develop the complete Process flow & technology solution for B2B customers in different verticals

- Created and executed the entire business model, framed processes/policies, set up the IT infrastructure and initiated operations.