HGS - Deputy General Manager - Operations - Healthcare Domain

Role : Deputy General Manager Operations

Key Result Areas (KRAs) :

1. Primary responsibilities :

a. Customer related :

- Ensure customer policies, procedures and contractual agreement are consistently met.

- Responsible for all contractual agreements from an operational perspective and ensure realistic and practical commitments are made to clients.

- Provide strategic guidance to the operations managers to ensure service delivery.

b. Financials related :

- Full P&L responsibility focused on achieving operations metrics.

- Manage Profitability of teams, Productivity of teams and Cost of Revenue.

- Drive cost control measures across operations.

c. People related :

- Maximize utilization of resources.

- Approve resource planning, recruitment training and other development plans for the teams Mentor and guide direct reports and work closely with all Managers and intervene appropriately to create a competent and close-knit team.

d. Process related :

- Consistently meet predetermined metrics to achieve business objectives and customer SLAs Ensure contingency plans are in place for all services to include business recovery plans.

- Ensure timely and accurate reporting of performance metrics and SLAs to the Management.

- Identify and resolve problem situations as a final point of escalation.

- Ensure timely preparation and review of goals and development plans for direct reports. Ensure accurate handling and completion of progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to VP/Operations Managers/Operations Assistant Mangers.

- Review performance achievements and targets regularly with Operations Managers / Operations Assistant Mangers and provide strategic direction to improve service delivery.

2. Secondary responsibilities (if any) :

a. Customer related

- Support Account Managers and Sales teams to expand opportunities with clients and increase revenue.

b. Financial related

c. People related :

- Ensure effective tools and mechanisms are provided to the team to track and develop individual potential to meet business objectives.

- Create a high performance, fair and exciting work environment that provides motivation and development opportunities for the teams.

- Ensure sharing of knowledge and best practices within the company and counsel managers to enhance performance and arrest attrition. Motivate and develop managers to include specific attention to individual development.

- Handle all employee related escalation if intervention required.

d. Process related :

- Develop an organization structure that is in line with the business objectives and needs.

- Manage multiple services across the organization and provide strategic direction and leadership to the teams so that they consistently meet and exceed performance metrics.

Knowledge/Skills/Attitude/ Domain expertise (required to play this role) :

Knowledge :

- Knowledge in the healthcare industry will be preferred.

- Team handling skills is a mandate.

Skills :

- Good people management.

- Excellent Customer Relations.

- Analytical.

Attitude :

- Positive attitude.

Required Qualifications/ Experience/ Certifications :

Educational qualifications :

- High school +2+3.

Experience (years) :

- 10+ years (Optional  and healthcare industry knowledge preferred).

Internal Customers, if any :

- Immediate reporting manager.

- Employees reporting into the role of AGM.

- Internal support functions Viz, HR, Admin, TSG. And also inter departmental.

- All vendors associated with the organization.

External Customers, if any - The client