Senior Manager - Operations - BPO

Roles & Responsibilities:

- Transition and Project Planning

- Identifying Process Improvement Initiatives to drive process excellence

- Adherence to company policies

- Reporting the financial metrics dashboard to the internal management team

- Co-ordinate on Process Quality requirements

- Reporting the process performance through the Roadmap review

- Review SOW

- FTE Capacity Planning Vs. Forecasted workload/volumes with clients

- Identify potential business growth opportunities

- Define and review KRA's for Process Managers

- Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact

- Ensuring the process meets and exceeds the defined Service Levels

- Review Customer Escalations and Provide Effective solutions

- Ensuring the accuracy of transactions and billable hours.

- Ensuring complete responsibility of the process related deliverables

- Consolidating the invoicing details for client's approval

- Review and Report Project updates to senior management.

- Handling client escalations

- Is able to identify problems and take decisions independently

- Provides solutions to individual and organizational challenges

- Identify and suggest innovative solutions on existing business

- Provide cost benefit solutions to Partners.

- Build customer rapport.

- Liaison with Internal customers

- Driving Perfect Service and Identifying Value adds

- Identify and participate in training / developmental programs

- Identify developmental programs for Process Managers

- Manage and address second level team escalations.

- Motivate and encourage team members.

- Handle skip level meetings for the processes.

- Grooming and creating back-ups for the Managers

Desired skill sets

- US health care (ERISA/HIPAA/State Mandates)

- Process SLA

- Awareness of ISO, ISMS

- Telephone etiquettes

- MS office

- High Level Process Knowledge

- Effective communication

- Good analytical skills

- People Management

- Feedback and Counseling

- Presentation

- Coaching and Mentoring

- Handling Multiple processes and Large teams