Job Description

Job Title:


Sr. service delivery manager



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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