Job Title:

Sr. service delivery manager

Job Description

Job Description Summary
We are looking for a leader to head Service & Operations Delivery business for an International Healthcare account. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling dynamic operations and organization focused on customer-centricity, team growth and well- being and operational rigor. We are looking for a dynamic people leader who understands the - bigger picture and can balance strategic vision and thought leadership with execution excellence.

Essential Job Elements:

P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.

Operations: Drive operational improvements for Backoffice operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.

Team management: Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Strategy: Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)

Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.

Business Growth: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.

Compliance: Ensure compliance with all client regulatory requirements

Profile & Experience

12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation.

Experience of working with Healthcare domain with expertise in Claims/Complaints Appeals and Grievances.

be preferred.

Expertise in Operations, KPI Delivery & Client Management

Successful track record in growing and inspiring large teams approx. 250+ HC, with proven ability to select, attract, motivate, retain, and develop leaders and team members.

Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.

Experience of managing P&L, driving performance and growing businesses.

Understanding of contracts and key BPO dynamics governing them

Strong customer service orientation and client management skills

Experience with a matrix driven global organization.

Proven track record of building strong relationships with stakeholders

Excellent communication, negotiation and conflict management skills

Analytical acumen and the ability to streamline complex processes

Location:

IND Vadodara - Alembic Building II BARODA

Language Requirements:

Time Type:

Full time

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