Operations Manager US Healthcare Process

perations Management

• Manage end-to-end operations for multiple US Healthcare accounts.
• Ensure achievement of key operational metrics including productivity, quality, SLA adherence, turnaround time, and customer satisfaction.
• Drive process improvements and operational efficiencies across accounts.
• Monitor daily, weekly, and monthly performance indicators and implement corrective actions wherever required.

Leadership

• Lead, mentor, and develop Team Leaders and Assistant Managers reporting into the role.
• Build a high-performance culture focused on accountability, collaboration, and continuous improvement.
• Conduct regular performance reviews, coaching sessions, and succession planning initiatives.
• Ensure optimum staffing, resource utilization, and workforce planning.

Client & Stakeholder Management

• Act as the primary point of contact for internal and external stakeholders.
• Participate in client reviews and business discussions.
• Ensure consistent delivery of client expectations and contractual commitments.

Quality & Compliance

• Ensure compliance with the relevant industry standards, company policies, and client requirements.
• Drive quality improvement initiatives and process governance.
• Manage risks and ensure timely resolution of operational challenges.

Reporting & Analytics

• Prepare and present operational reviews, dashboards, and performance reports.
• Analyze trends, identify improvement opportunities, and implement action plans to enhance business outcomes.

Desired Candidate Profile

• Graduate in any discipline.
• 8-10 years of experience in BPO/BPM operations with significant exposure to US Healthcare processes.
• Proven experience managing both Voice and Non-Voice operations.
• Experience handling multiple accounts and large teams through Team Leaders and Assistant Managers.
• Strong people management and leadership skills.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to work effectively in a fast-paced, performance-driven environment.
• Comfortable working in permanent night shifts aligned to US business hours.

Key Competencies

• Leadership & Team Management
• Client Relationship Management
• Operational Excellence
• Process Improvement
• Stakeholder Management
• Performance Management
• Healthcare Domain Knowledge
• Communication & Presentation Skills