Posted:1 day ago|
Platform:
Work from Office
Full Time
We are seeking a dynamic and strategic Assistant Manager / Manager to lead our backend operations (voice and non-voice) across multiple processes. This role is pivotal in driving operational excellence, leading high-performing teams, ensuring SOP adoption and compliance, and building scalable and efficient processes that align with MediBuddy s growth and service delivery goals.
Key Responsibilities: Team & Performance Management:Lead, mentor, and manage multiple teams across voice and non-voice operations
Drive team performance by tracking key metrics such as SLA adherence, AHT, accuracy, TAT, NPS, and productivity.
Set performance goals, monitor KRAs, and conduct regular reviews and capability assessments.
Ensure 100% adherence to defined SOPs and quality frameworks across processes.
Identify process inefficiencies, design workflow enhancements, and implement automation or digitization opportunities.
Own the creation, revision, and rollout of SOPs and training material in collaboration with functional and quality teams.
Drive standardization across teams and locations through governance mechanisms and operating rhythms.
Act as the operations POC for internal stakeholders including Product, Engineering, Medical, Sales, HR, and Customer Experience teams.
Handle escalations, exception cases, and cross-functional problem solving with a solution-first approach.
Support integration of new processes or businesses into operations (e.g., post-M&A or new service lines).
Lead workforce management, including forecasting, capacity planning, and scheduling across teams and shifts.
Drive hiring, onboarding, training, and succession planning in partnership with HR and L&D.
Foster a performance-driven culture with high engagement and ownership.
Build and review MIS dashboards for real-time performance visibility and decision-making.
Leverage data to run RCA and implement corrective/preventive actions for operational issues.
Present monthly/quarterly reviews with insights and recommendations to senior leadership.
Contribute to the annual planning and goal-setting for the operations vertical.
Evaluate and drive vendor support models (if applicable), including cost and performance control.
Support strategic projects like workflow migrations, tech adoption, or regulatory compliance as needed.
Medi Assist
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