Senior Manager - Business Excellence - Healthcare BPO

A reputed BPO client in the healthcare space.

Mandatory ask :

- Experience of 10-14 yrs of which at least 4-5 yrs in quality in a BPO process.

- Six Sigma Black Belt Certified

- Open to Working Night Shifts (5.30PM TO 2.30AM IST)

KEY RESPONSIBILITY AREAS :

Partner with Customers :

Think Strategic & Drive results :

- Plan & forecast resources for optimal utilization of manpower.

- Assisting 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 process related issues and updates.

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

- Identifying and effective implementation of action plans on error reduction.

- Addressing the technical queries raised by the team.

- Identify key people and build good leaders and motivating team members.

- Interacting with management, and put forth queries/concerns of the team.

- Conducting team reviews, submitting progress reports of the team to the manager and conducting appraisals.

- Conducting regular team meetings, one on one coaching and feedback.

- Meeting internal process metrics (GIS, PI, HL, and Appraisal etc.).

- Sharing management views with the team.

Customer related :

- Keep abreast with the process of claims processing in the healthcare industry.

- Have thorough knowledge of the job.

- Have a good understanding of the performance SLA's and meet the SLA's.

- Understand all binding laws and regulations related to the project.

- Developing in-depth knowledge base among the team members relating to domain and process.

Lead People :

- Good communication skills, inter personal skills and excellent team handling skills.

- Provide feedback on error; submit progress reports of the processors to reporting manager.

- Conduct individual performance reviews and propose the required action plan.

- Derive Action plans based on teams error trends and help in effective implementation.

DESIRED SKILLS :

- Graduate/Post Graduate.

- Six Sigma Black belt certified

- Quality experience in BPO operations of atleast 4-5years

- Must have managed teams

- Demonstrate extensive knowledge of 7 QC tools

- Team handling skills is a mandate.