AGM Business Excellence - Healthcare Insurance (Payer)

Job Overview

Key Responsibilities

• Quality Assurance - Ensure Program Quality objectives and SLAs are met.
• Ensure Program Quality measurements are reflective of Quality levels perceived by the client Value Creation - Deliver tangible value to the clients thru.
• Process Reengineering, Transformation projects leveraging Digital capability (Automation, Analytics, etc.).
• Cross geo/cross tower projects.
• Drive client specific initiatives.
• Efficiency Improvement - Reduce cost of operations, reduce cost of quality, improve productivity, Optimize Spans & Ratios, Utilization Improvement, Speed to Proficiency - Learning curve reduction.
• Delivery Excellence
• Improve process capability, improve end to end service delivery processes, Build and leverage Continuous Improvement, Meet SLA commitments, Lead and manage Interventions.
• People Management
• Ensure employee engagement thru strong people connect and managing grievances with the help of HRBP and leadership team as appropriate.
• Drive team upskilling initiatives. Ensure appropriate staffing and back up plans to ensure business continuity Client relationship
• Manage client conversations w.r.t. Quality and Continuous Improvement.
• Periodically present value-adds in business reviews.
• Manage and drive client satisfaction improvement projects and key actions.

Skills & Attributes

• Master's in business administration or any post-graduation will be an advantage.
• Around 12 to 20 years, with approx. 10+ years of BPO experience.
• Experience in US healthcare BPO is necessary
• Candidates with stability preferred in terms of previous job changes.
• Preferably, should have leadership experience in manufacturing/ services in the field of Quality/ Excellence/ Operations/Automation
• Work experience in MNCs or reputed organizations will be an added advantage.
• Certified Six Sigma Black Belt from reputed institutes/companies.

Contact Person

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