Job Description

Role SummaryThe Content Operations Manager will lead a team to meet the ContentOperations service goals while maintaining a high level of customer satisfaction. Themanager will interact with internal stakeholders and GHX North America leadership toprovide operational oversite and ensure we meet our delivery targets.Required Skills-

Excellent communication skills; verbal, written, and electronic.

Ability to identify learning opportunities and self-educate where resources andopportunities are present

Strong understanding of the Business Process operating environment and thekey levers (including process excellence using Six Sigma Framework) to enhanceperformance metrics (KPIs C SLAs)

Operates with a sense of urgency and is an effective leader and influencerin across-functional team.

Teamwork and team developmentfocused.

Leadership qualities and skills ((Problem-solving, decision making, planning,delegation, communication, and time management))

Efficiency, organization, and effective time management

Ability to build consensus and relationships among managers, customers, andemployees must have the ability to exercise independent judgment and initiative

Strong accountability and integrity due to sensitive nature of information

Attention to detail

Customer service/interpersonal skillsRoles s Responsibilities-

Hire, manage, build and maintain a high performing team of GHX FTEs andcontractors as applicable in delivering Content Services to our customers]

Develop, implement, and review operational policies and procedures andevaluate employee performance, set goals, and develop improvement plans

Provide ongoing oversight and training of staff on the utilization of technologythat assists in Content Services processes

Conduct performance management and track KPIs for FTEs to ensure customerdeliverables are met.Manager - Content Operations

Oversee individual contributors and conduct 1on1s to increase performance andfoster open communication and collaboration

Build and develop the team: Establish hierarchy of responsibilities andconcentrations as needed, develop domain knowledge of new members

Acts as escalation pointfortechnical and transactional issues that occur withinthese service lines.

Escalates issues to leadership and/or aide in technical resolutions asappropriate while providing follow up with required individuals to ensuresuccessful problem ownership.

Cross-functional and collaborative engagement with internal GHX US andoffshore stakeholders for operational performance management.

Manage staffing to address attrition and workload - Based on trends, plancapacity through timely recruitment and training for replacing resources

Ensure knowledge management is implemented effectively using Healthcare client corporatetools - example Confluence.

Serves as the internalrepresentation for voice ofthe customer on new or alreadyexisting products

Effectively implements new processes or requests process evolution to drivegreater efficiencies.

Builds and maintains necessary training and resource documentation.

Maintain operational efficiency with proactive oversight and corrections bymaintaining an internal QA strategy and program, in collaboration with offshoreContent team members

Participate in training and practice of enriching medical device data for accuracy,consistency and completeness.Education and Experience-

Minimum 8+ years of experience in healthcare and/or operations, including atleast 3 years experience in operations management managing direct reports

Bachelor's degree, or a combination of education and related experienceQualification

Good to have Knowledge on Secondary Research /Medical devicesand Medical terminology

Global BPO experience, working with US clients, preferably in healthcare verticalManager - Content OperationsOthers:

Shift Timings: US Shifts

Transportation - 1 way (Drop Cab Facility)

Work mode: Work from Office

Job Types: Full-time, Permanent

Pay: ₹345,139.43 - ?1,200,000.00 per year

Benefits:

Health insurance Paid time off Provident Fund
Schedule:

Night shift
Ability to commute/relocate:

Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):

Do you worked as Operations Manager in any SAAS based Product company in any domain (Preferred Healthcare/Hospitals)? If yeas let me know company name
Location:

Hyderabad, Telangana (Required)
Work Location: In person