Senior Manager – Business Excellence – Healthcare BPO (10-14 yrs)

A reputed BPO client in the healthcare space.

Mandatory ask :

– Experience of 10-14 yrs of which at least 4-5 yrs in quality in a BPO process.

– Six Sigma Black Belt Certified

– Open to Working Night Shifts (5.30PM TO 2.30AM IST)

KEY RESPONSIBILITY AREAS :

Partner with Customers :

Think Strategic & Drive results :

– Plan & forecast resources for optimal utilization of manpower.

– Assisting manager in crisis management and administrative work and timely escalation of issues.

– Assisting training/refresher requirements for processing teams based on the error trends of individual teams.

– Coordinating with the client on process related issues and updates.

– Effective participation in Con. Calls pertaining to Subject and process improvements.

– Identifying and effective implementation of action plans on error reduction.

– Addressing the technical queries raised by the team.

– Identify key people and build good leaders and motivating team members.

– Interacting with management, and put forth queries/concerns of the team.

– Conducting team reviews, submitting progress reports of the team to the manager and conducting appraisals.

– Conducting regular team meetings, one on one coaching and feedback.

– Meeting internal process metrics (GIS, PI, HL, and Appraisal etc.).

– Sharing management views with the team.

Customer related :

– Keep abreast with the process of claims processing in the healthcare industry.

– Have thorough knowledge of the job.

– Have a good understanding of the performance SLA’s and meet the SLA’s.

– Understand all binding laws and regulations related to the project.

– Developing in-depth knowledge base among the team members relating to domain and process.

Lead People :

– Good communication skills, inter personal skills and excellent team handling skills.

– Provide feedback on error; submit progress reports of the processors to reporting manager.

– Conduct individual performance reviews and propose the required action plan.

– Derive Action plans based on teams error trends and help in effective implementation.

DESIRED SKILLS :

– Graduate/Post Graduate.

– Six Sigma Black belt certified

– Quality experience in BPO operations of atleast 4-5years

– Must have managed teams

– Demonstrate extensive knowledge of 7 QC tools

– Team handling skills is a mandate.