Manager - Operations & Delivery - Healthcare Segment - BPO

About the job :

Company Description : Our client Pococare ( Positive Conversations) is a technology-driven healthcare organization based in Bengaluru, India. They aim to redefine medical emergency response in India and are committed to reducing the number of emergency cases that do not receive attention. Their solution ensures customer readiness for facing an eventuality of a medical emergency, smooth coordination between the patient, doctor, treating hospital, and ambulance providers to reduce instances of loss of life, lifelong disabilities, and high medical expenses due to delayed medical attention.

Role Description : They are seeking a Manager - Operations & Delivery. This is a on-site role is full-time and critical to ensuring smooth on-boarding & delivery of our services to our subscribers.

The Manager - Operations & Delivery will be responsible for overseeing day-to-day operations, streamlining processes and workflows to improve efficiency and ensure timely emergency response.

Key Responsibilities Include :

- Coordinate customer service operations and find ways to ensure client retention

- Onboarding of customers on Pococare platform

- Managing relationship with delivery partners like ambulance providers, hospitals

- Managing relationships with payer networks like TPAs, Insurance companies,

- Managing consumer Engagement programmes (On-ground, Digital and Direct) to create awareness towards medical emergencies and improving medical emergency readiness.

- Verifying & handling medical emergency service call details from patients. This includes information collection, coordinating with doctors, ambulance providers and hospitals for patient support.

Team To Build & Manage

The Operations Manager reports to Operations lead and will build and manage a team of Operations Associates to deliver on the key responsibilities

Skills Requirements :

- Experience of managing multicity operations

- Experience of having built and managed a strong multi-city vendor network.

- Project management & Budgeting

- Basic experience of managing call centre operations

- Experience of having managed distributed team

- Excellent organizational, analytical and communication skills

- Demonstrated ability to work collaboratively with cross-functional teams

- Strong problem-solving skills and sound judgment

- Ability to multitask in a dynamic work environment, prioritize work and adapt to changing business needs.

Qualifications & Experience :

- PGDBM in marketing / Operations Management

- 5-8 years of experience in Operations with a flavour of one or more of field operations, BTL, Events and delivery- management

- Experience in healthcare, emergency response or ambulance services is desirable.

- Fluency in English and at least one local language

- Willingness to work flexible hours as needed