General Manager – Process Excellence – Healthcare Payer Side – BPO (15-20 yrs)

– Responsible for handling the process improvement for Health Care lines of businesses spanning across largely Payer Side.

– Drive transformation projects for improving end to end processes performance for client satisfaction.

– Analyze capacity utilization & productivity Index for Payer accounts.

– Conduct monthly meeting with internal stakeholders and review the client dashboard.

– Support sales pitch and smooth transition to offshore.

– Drive internal and external client SLAs as per defined SOW.

– Identify opportunities for robotic process automation for straight through processing

– Conduct Six Sigma Green Belt & Black Belt training and certification program

– Monitor and analyze key process metrics that include Schedule adherence, staff turnout, TAT, transactional quality, productivity, efficiency, utilization, timeliness and accuracy using statistical tools and measures

– Closely engage with clients on monthly governance and steering committee calls.

– Leverage business acumen, management experience, change management skills and domain expertise skills to provide strategic and tactical support to service delivery operations for Health Care Business.

– Ensured smooth transition of key client projects & work closely with transition team to develop an approach and create an effective transition methodology.