General Manager – Service Delivery – Clinical Data Management – BPO (18-20 yrs)

Need candidates from BPO only

Roles and responsibilities :

This role manages delivery of the entire program for specific vertical client/s. It ensures client expectations are met with high quality standards and adherence to SLA Responsibilities also include pro-active seeking out new business opportunities and ideas for further growth and development.

Areas of Responsibilities :


– Establish and retain high levels of client engagement and relationship

– Identify and initiate customer value add projects

– Identify scope and opportunities for business growth- Owns People & revenue forecasting

Project / Process :

– Responsible for the Project team deliverables

– Facilitate cross-functional interaction between teams

Drive :

– Innovation initiatives within the team

– A culture of pro-active risk identification within the process

– Process excellence within the team

– A culture of accountability within the team members

– Operational rigor and continuous improvement culture within the area

– Ensure audit observations are timely addressed

People/Team Management :

– Provide guidance and mentorship to team

– Manage attrition through skip level meetings, planning interventions, engagement calendars

– Identify high potential resources and chart career path/growth for the Hi-Pot resources

– Succession Planning for the key posts

– Deliver communication received from senior management to the team members though town halls, team meetings

– Participate in organisational initiatives such as recruitment drives, training programs etc.

Additional Information :

Measurement Criteria :

– Responsible for overall service delivery management to clients

– Project related metrics like number of improvement projects, Benefits delivered, number of ideas generated and implemented and benefits realized

– Responsible for Customer satisfaction measured by VOC

– Drive business growth through mining opportunities;

– Identification of business growth drivers and strategizing to tap potential areas

– Responsible for meeting financial targets like customer profitability and revenue billed.

– Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan

– Manage employee retention and engagement (Manage attrition within a target range)

– Effective implementation of organization initiatives

– Contribute to Recruitment (measure through participation in screening and interviewing candidates)


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