AGM Business Excellence - Healthcare Insurance (Payer)

Role Overview: You will be responsible for ensuring program quality objectives and SLAs are met, along with reflecting quality levels perceived by the client. You will deliver tangible value to clients through process reengineering, transformation projects, and leveraging digital capabilities. Your role will involve reducing the cost of operations, improving productivity, and enhancing efficiency. Additionally, you will be required to enhance process capability, build continuous improvement, meet SLA commitments, and manage interventions for delivery excellence. People management will be a key aspect, where you will drive team upskilling initiatives, ensure employee engagement, and manage grievances. Managing client conversations, presenting value-adds, and driving client satisfaction improvement projects will also be part of your responsibilities. Key Responsibilities: - Quality Assurance: Ensure Program Quality objectives and SLAs are met and measurements reflect client's perceived quality - Value Creation: Deliver tangible value through process reengineering, transformation projects, and leveraging digital capability - Efficiency Improvement: Reduce costs, improve productivity, optimize utilization, and enhance learning curve reduction - Delivery Excellence: Enhance process capability, meet SLA commitments, and lead continuous improvement - People Management: Drive employee engagement, manage grievances, lead team upskilling initiatives, and ensure appropriate staffing - Client Relationship: Manage client conversations, present value-adds, and drive client satisfaction improvement projects Qualification Required: - Master's in business administration or any post-graduation - Around 12 to 20 years of experience with at least 10+ years in BPO and US healthcare BPO experience - Leadership experience in Quality/ Excellence/ Operations/Automation - Stability in terms of previous job changes - Work experience in MNCs or reputed organizations - Certified Six Sigma Black Belt - Industry Type: ITES/BPO/KPO - Functional Area: ITES/BPO/Customer Service - Required Education: Post Graduate - Employment Type: Full Time, Permanent (If available) Additional Company Information: - Job Code: GO/JC/1087/2025 - Recruiter Name: Priya Srinivasan,