Manager/Senior Manager - Process Excellence - BPO

Job Description

Our client is a Healthcare BPO and is looking for a Sr. Manager/ AGM - Process Excellence (Contact Center)

Experience from BPO industry is Mandatory.

Responsibilities:

1. Primary Responsibilities:

a. Customer related:

- Keep abreast with the process of claims processing/Rework/ G&A/ Payment Integrity/International Claims/ B&E, PB, PDM & Credentialing/ WCL, Coding & Clinical/ Preregistration, etc. in the healthcare industry

- Working with Healthcare client to drive transformation of their business through RPA, Intelligent Automation, OCR, AI/ML, Analytics, Data Mining, Process Mining, workflow solution and other Tech Led solutions

b. Financials related:

- Business strategist - plan and manage high ROI projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains

- Responsible for driving transformation initiatives, among the teams aligned to them

c. People related:

- Execute transformation business case, future state and implementation road map, guiding process documentation, setting up automation teams/practice and supporting in the implementation.

- Conduct individual performance reviews and propose the required action plan

- Preferred experience in Mentoring team members through Blue Prism, Automation Anywhere, UiPath, ABBYY Flex capture, UiPath Document Understanding, Analytics Dashboards etc. platform trainings - Providing advice and guidance on best practices and Development techniques.

d. Process related:

- Metrics Management

- Data Analysis

- Value Addition

- Plan & forecast resources for optimal utilization of manpower

- Manager in crisis management and administrative work and timely escalation of issues

- Assisting training/refresher requirements for processing teams based on the error trends of individual teams

- Coordinating with the client on projects/programs related issues and updates

- Effective participation in Con. Calls pertaining to Subject and process improvements

- Addressing the technical queries raised by the team

Qualifications:

An ideal candidate should be / should have:

Knowledge:

- Team leadership skills (mandatory) including managing existing teams and growing new teams.

- Knowledge of Basis QC Tool, six sigma concepts of DMAIC (and all tools included therein)

- Experience of having done BPMS or trained on BPMS (Business Process Management System)