Profile Description:

This Leadership role will be responsible for crafting the strategic direction for the quality organization while optimizing resource allocation, methodologies, process flows. This individual will collaborate actively with operational leadership to improve alignment and achievement of customer satisfaction and value realization from IKS services.

Key Responsibilities:

Process:

- Develop and deploy a best in class Service Quality framework to drive higher performance on key business metrics in revenue cycle management

- Ensure standardization of Service Quality practices across the projects to drive measurable, repeatable and predictable operations

- Ensure calibration of Service Quality and leverage data-driven analysis for process improvements

- Be proactive in identifying process level gaps and lapses and set up early warning systems/methods to enable on time course correction.

- Manage, oversee and support Internal Staff Development, Quality Management and Organization Development

- Support Organization's drive of enhancing delivery by assuming a leadership role in transformation to a Quality Organization

- Promoting and Drive a culture of Quality Achievement and Performance Improvement throughout the Assigned Accounts

- Deployment of continuous improvement activities through Kaizen and Six Sigma Methodologies

- Effectively interact with Delivery Teams to maintain process adherence and help bringing improvements

- Working with training, hiring and transition Teams to establish input quality requirements

- Formulate and manage the development and implementation of Quality Goals.

- Setting QA Compliance objectives and ensuring targets are achieved

- Assessing the service delivery quality against customer requirements

- Agreeing standards and establishing clearly defined quality methods for staff to apply

- Setting up and maintaining controls and documentation procedures

- Liaising with customers, auditors and internal delivery stakeholders to ensure the execution of corrective action compliance with customers specifications

- Conducting increasingly sophisticated analytics to drive performance and recommend process improvements and controls to improve service delivery.

People:

- Create an exciting career journey for high potential and excited quality professionals

- Constantly improving the quality of services via performance improvement, technology, training and upskilling and other methods.

- Responsible for the Engagement, Development & Management of Team Members

- Drive employee engagement initiatives and optimize attrition levels in the team

Client:

- Work with Operations closely to establish quality framework for the account

- Present Quality insights to the client on a periodic basis

Financial:

- Ensuring the highest possible delivery quality at the lowest total cost of ownership. In other words, optimize the cost of quality for the account.

- Report out all process deviations and process control lapses to quality and operations leadership to ensure high quality of outcome as seen by the client

Qualification:

- Any medical degree MBBS,BDS,BHMS,BAMS is mandatory

- A postgraduate degree/diploma such as MPH, MHA, MBA is a must

- Certification in at least one quality methodology like lean. six sigma/project management etc is a must.

Functional Competencies & Role Prerequisites:

- Candidates should have a minimum of 12 years of relevant experience in managing quality as a function

- Candidates should have experience managing quality across large operations in the healthcare operations in IT/ITES Organizations.

- Must have experience of managing a team atleast 50

- An experience of Business Transformation/Process Improvement is a must

- Candidates with proficiency in data, analytics, solutioning, process improvement is a must

- Knowledge of feedback and coaching along with experience in mentoring will be preferred

- Performance Management Skill

- Strategic Thinking

- Must have an understanding of the US healthcare business.

- Negotiation Skills

- Creative Thinking

Behavioural Competencies

Individual:

- Accountability

- Achievement Orientation

Business:

- Business Acumen

- Decision Making

Customer:

- Customer Centricity

- Building and Leveraging Relationships

People:

- Developing Others

- Impact & Influence

- Leading Change

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