Job Description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands--and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Assistant Manager, Back Office Operations
In this role, you will be responsible to demonstrate innovation and intuition in identifying areas requiring operational adaptation and/or improvement of existing processes in healthcare industry
The person will be working with Complaint Handling and Field teams where the key responsibility will be to maintain the accuracy of the Installed base by verifying whether the serialized components are installed behind the correct System ID. He/she would be required to search the various databases or get in touch with the Field Engineers or Director of Services to get the correct information like GIB, eDHR, GLPROD.

Responsibilities

• Responsible for managing day to day operations for healthcare supporting US and Canada regions.
• Be responsible for process documentations, training modules and continuous training of personnel basis identified training needs.
• Documentation of operations management procedures, manage exception documentations
• Establish and implement review, audit and control mechanism to increase the quality efficiency of the teams
• Audit team's performance to constantly evaluate agent performance
• Communicate performance against objective with the individual team members and constantly monitor their performance in terms of agreed key performance indicators
• Publishing and report out of team performance across all teams
• Regularize and conduct governance reviews with the customer
• Respond to customer inquiries and escalations
• Disseminate information received from client contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
• Conduct regular team meeting and sessions to ensure that regular communication is maintained between team members, client and management.
• Drive automation and improvements within processes to streamline As-is operations through Lean, Digital and Six Sigma tools
• Responsible to demonstrate capacity for critical thinking and analysis.
• Responsible to showcase strong work ethic, with the ability to work well both independently and within the context of a larger team-oriented environment
• Ensure accuracy / integrity of data
• Flexibility to work additional hours during month / quarter close and flexibility to stretch working hours due to business requirements

Qualifications
Minimum qualifications

• Rich working experience with at least 2 years of experience as a team leader
• Ability to project and program manage more than one project at a time
• Desired prior experience in healthcare industry
• Excellent Communication Skills
• Excellent skills in reporting and deriving inferences from data
• Problem Solving Skills and an eye for detail
• Effective probing skills and analyzing / understanding skills
• Must be able to work on a flexible schedule
• Ability to work under high pressure environment
• Story Boarding abilities

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.