Job Title: Operations Manager – US Healthcare Process (Voice)
Location: Pune
Shift: Permanent Night Shift (US Hours)
Industry: BPM / BPO / Healthcare Operations
Qualification: Graduate (Mandatory)
About the Role
We are looking for an experienced and dynamic Operations Manager to lead multiple US Healthcare accounts across Voice processes. The incumbent will be responsible for driving operational excellence, client satisfaction, people management, process adherence, and business performance while managing a team of Team Leaders and Assistant Managers.
Key Responsibilities
Operations 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.
Team 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 healthcare 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.
- 5-7+ years of experience in BPO/BPM operations with significant exposure to US Healthcare processes.
- Proven experience managing both 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
Reporting Structure
Direct Reports: Team Leaders and Assistant Managers
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Pay: ₹1,100,000.00 - ₹1,200,000.00 per year
Work Location: In person
