Job Title: Health Economics and Outcomes Research (HEOR) Specialist Location: Mumbai, India Experience Required: 6 to 10 years total, with at least 5 years in the HEOR domain Shift: General Shift Salary Range: INR 11 to 16 LPA Employment Type: Full-timeImportant Notes:Candidates must be based in Mumbai.International BPO experience is mandatory.Educational qualifications are non-negotiable.About the Role: We are looking for an experienced HEOR Specialist to join our team in Mumbai. The ideal candidate will have a strong background in systematic literature reviews, meta-analyses, and a deep understanding of outcomes research and pharmaco-economics. You will play a key role in delivering value-driven insights to global healthcare clients and will collaborate closely with internal and external stakeholders.Key Responsibilities:Develop and execute search strategies for structured and systematic literature reviewsConduct grey literature reviews and assist with meta-analyses and indirect comparisonsAct as lead author on systematic reviews with meta-analysisWrite technical reports and value communication materials for clientsCollaborate with HEOR specialists to deliver high-quality deliverablesMentor junior researchers and support peer-level collaborationEngage with international clients to gather requirements and communicate insightsRequired Qualifications:Master’s degree in Medicine, Pharmacy, or Public Health ORPhD in Pharmacy or Public HealthRequired Experience and Skills:5 to 10 years of relevant experience in HEORPrior experience as lead author on systematic reviews with meta-analysisStrong understanding of pharmaco-economics, market access, outcomes research, and disease managementProficiency in meta-analysis tools such as RevMan, STATA, or RStrong communication and client-facing skillsExperience in international BPO environmentsProficient in MS Office (Word, Excel, PowerPoint)
Job Title: Business Transformation – Insurance Location: Gurgaon (on-site) Band: 5 Salary Range: Up to ₹16–17 LPA Work Setup: On-site only Role Summary: We are seeking a Transformation Leader with deep domain expertise in Insurance, specifically in Annuity, Life, and Retirement Services. The role is strategic in nature and will serve as the key liaison between consulting, operations, and technology arms to drive large-scale change initiatives. This is a senior-level opportunity requiring a mix of business acumen, transformation experience, and stakeholder management, particularly within a high-volume global delivery environment. Key Responsibilities: Lead the Insurance Tower Transformation (Retirement Services). Act as the portfolio lead for all changes impacting the line of business. Collaborate with the Overall Transformation Lead to align initiatives across the business. Work with BU Technology teams for change implementation, automation, and system deployments. Design Future State Blueprints and Transformation Roadmaps. Champion continuous improvement to enhance operational efficiency and quality. Serve as a domain expert in Retirement Services, bringing industry best practices to the table. Facilitate value stream mapping and drive intelligent process automation. Partner with BU Delivery Teams to implement and operationalize process changes. Must-Have Skills & Qualifications: (CVs will be rejected if any of the following are missing.) Current Residency in Gurgaon Strong domain expertise in Insurance (with a focus on Annuity, Life, and Retirement Services) Certified Black Belt or Master Black Belt in Six Sigma Proven experience driving innovation and transformation initiatives Prior exposure to Retirement Services operations Proven experience driving innovation and transformation initiatives Prior exposure to Retirement Services operations Ability to collaborate with global (US, India, Philippines) teams as One Accenture Excellent communication and stakeholder management skills Willingness to work US business hours Preferred: Experience in the Insurance industry transformation projects Show more Show less
As a Technical Support or Service Desk Agent, your role will involve providing assistance and support to customers in a BPO environment. You will be expected to possess the following skills and qualifications: **Key Responsibilities:** - Demonstrate excellent communication skills, both verbal and written. - Utilize previous chat experience and good typing skills to effectively communicate with customers. - Be prepared to work in a 24/7 environment, including night shifts and weekends. - Work at offices located in Chennai or Indore. **Qualifications Required:** - Graduation is mandatory. - Possess international BPO experience. **Good to have:** - Experience in Core Tech Support Projects, with at least 6 months of experience in infrastructure, storage, and service desk. - Ability to troubleshoot products and resolve issues or tickets. - Familiarity with ticketing tools and ITIL knowledge. - Experience in operating in a Hyperscaler environment such as AWS, Azure, or Google Cloud. - Knowledge and hands-on experience in supporting Google and Microsoft products. - Possession of Google Workspace Administrator certification or Microsoft certifications. The company operates in Chennai and Indore, and some of the target organizations for international voice roles include Searc, 66 Degree, Shivami, Econz, Accenture, Infy, and CTS. Please note that you must currently be located in Chennai or Indore and should be comfortable with a salary range of 6-7 LPA. International BPO experience is also a requirement for this position.,
Job Title: Senior Manager – Back Office Operations Department: BPS – Insurance Location: Nagpur Grade: BPO 6 Preferred Experience: 14+ years Job Summary The Senior Manager – Back Office Operations will lead large-scale operational programs within the Insurance BPS domain, overseeing 250+ FTEs. This role is responsible for end-to-end offshore delivery across back-office operations, digital channels, and transformation initiatives. The position requires strong leadership, client engagement, transformation experience, and operational excellence. Key Responsibilities Operational Leadership Manage large programs with a span of 250+ FTEs in an offshore environment. Own and manage key customer journeys and new transitions. Lead end-to-end delivery for offshore operations, ensuring efficiency and quality. Collaborate closely with Onshore Journey Leads and the Offshore Head. Drive operational excellence, problem-solving, and conflict resolution. Transformation & Delivery Deliver large-scale transformation initiatives with proven results. Oversee P&L for the operational span across back-office and digital channels. Enhance customer experience through process improvements and digital transformation. Identify areas for productivity, automation, and service quality improvements. Stakeholder & Client Management Manage relationships with onshore teams and client stakeholders. Understand client requirements and ensure offshore capabilities align with expectations. Demonstrate global operational service delivery experience. People, Process & Transition Management Ensure resource capacity and capability meet operational needs. Lead and support transitions of complex projects. Drive organizational initiatives across multiple sites. Use analytical, technical, and statistical tools to improve operations. Skills & Competencies Strong experience in client-facing roles within consulting or technology professional services. 15+ years of management experience in MNC BPO environments. Excellent analytical and problem-solving abilities. Strong written and verbal communication skills in English. Demonstrated leadership, adaptability, and ability to manage ambiguity. Project management experience. Hands-on experience with process improvement tools (Lean, Six Sigma, RCA, etc.). Essential Requirements Bachelor’s degree (Graduate). Strong English communication skills (written & verbal). Proven track record in delivering large transformation and operational programs.
Job Title: Team Manager / Queue Manager – Tech Support Location: Indore (Preferred) Work Setup: Onsite (as per client requirement) Work Shift: Flexible (must be open to shifts) Experience Required: 4–8 years total experience Salary: As per company standards Job Summary The Team Manager / Queue Manager will be responsible for overseeing daily case management, ensuring efficient routing and flow of support cases across teams and regions. This role requires strong operational management skills, performance monitoring, and the ability to resolve bottlenecks while ensuring adherence to service-level objectives (SLOs). The ideal candidate has experience in tech support operations, excellent communication skills, and the ability to lead teams effectively. Key Responsibilities Queue Management Manage and optimize the flow of cases across teams and regions for maximum operational efficiency. Monitor support dashboards and KPIs to identify cases requiring attention or escalation. Reassign and distribute workload as needed, especially during peak hours or team absences. Prioritize high-volume cases to ensure timely and appropriate routing. Identify bottlenecks and take swift action to resolve case flow issues. Communicate clearly with cross-regional and cross-functional teams as needed. Team Management – Case Management Track and monitor daily case progress to ensure timely updates and resolution. Ensure compliance with service level objectives (SLOs) for all active cases. Act as the point of escalation for complex or sensitive cases. Facilitate cross-functional collaboration to address technical or operational blockers. Performance Management Set clear goals and expectations aligned with operational targets. Provide ongoing, constructive feedback to team members. Implement Performance Improvement Plans (PIPs) as required. Analyze KPIs beyond CSAT and escalations to assess team performance holistically. Governance & Operations Excellence Ensure adherence to policies, processes, and regulatory requirements. Participate in strategic planning and provide operational insights. Foster a culture of continuous improvement and encourage team-driven enhancements. Manage staffing levels, workload distribution, and resource allocation Data Analysis & Reporting Track, analyze, and interpret performance data to identify trends and improvement areas. Prepare and present operational reports to stakeholders. Identify operational risks and propose effective solutions. Leadership & Soft Skills Demonstrated ability to motivate, guide, and develop a support team. Strong coaching and mentoring capabilities. Excellent stakeholder management and customer focus. Results-driven mindset with commitment to meeting SLOs and performance goals Required Qualifications 4–8 years of total experience. 1–2 years of experience in Tech Support projects (mandatory). Strong experience in case/queue management and operational workflows. Strong communication and decision-making skills. Ability to work in flexible shifts. Based in or willing to relocate to Indore (or Chennai if required). Good-to-Have Google Workspace Administrator Certification Cloud Digital Leader Certification Experience in multi-regional support operations
Job Title: GWS SME (Google Workspace Subject Matter Expert) Location: Indore & Chennai Grade: BPO 3 Salary: Up to 9 LPA Work Setup: As per company requirement Headcount: As needed Start Date: ASAP Job Summary The GWS SME will be responsible for providing expert-level support, administration, and optimization of Google Workspace environments. This role requires advanced hands-on experience in Google Workspace Admin, Billing, Mail, and AGWA. The candidate must be able to troubleshoot complex issues, ensure smooth operations, and assist teams with Workspace-related technical or process queries. Key Responsibilities Provide subject matter expertise on Google Workspace tools, features, configurations, and best practices. Manage and maintain Google Workspace Admin Console, user provisioning, groups, and policies. Handle Google Workspace Billing, subscription management, and license allocation. Troubleshoot Google Workspace Mail flow, delivery issues, user access concerns, and security configurations. Work with AGWA and other Google Workspace automation or administration tools. Identify process gaps and propose improvements for Workspace-related operations. Provide L2–L3 support for escalated Workspace technical issues. Ensure data security, compliance, and alignment with organizational standards. Prepare documentation, knowledge base articles, and training material related to Google Workspace. Collaborate with internal teams to support migrations, updates, and changes within the Workspace environment. Mandatory Requirements Graduation is compulsory Former employees of TCS/Tata are not eligible for rehire PAN and DOB are mandatory for employee profile creation Preferred Qualifications 2–4 years of experience in Google Workspace support or as a GWS SME. Prior BPO/IT support experience preferred. Experience resolving advanced Workspace-related technical escalations. Knowledge of security settings, authentication (SSO, MFA), and compliance features within Workspace
Job Title: GWS SME (Google Workspace Subject Matter Expert) Location: Indore & Chennai Grade: BPO 3 Salary: Up to 9 LPA Work Setup: As per company requirement Headcount: As needed Start Date: ASAP Job Summary The GWS SME will be responsible for providing expert-level support, administration, and optimization of Google Workspace environments. This role requires advanced hands-on experience in Google Workspace Admin, Billing, Mail, and AGWA. The candidate must be able to troubleshoot complex issues, ensure smooth operations, and assist teams with Workspace-related technical or process queries. Key Responsibilities Provide subject matter expertise on Google Workspace tools, features, configurations, and best practices. Manage and maintain Google Workspace Admin Console, user provisioning, groups, and policies. Handle Google Workspace Billing, subscription management, and license allocation. Troubleshoot Google Workspace Mail flow, delivery issues, user access concerns, and security configurations. Work with AGWA and other Google Workspace automation or administration tools. Identify process gaps and propose improvements for Workspace-related operations. Provide L2L3 support for escalated Workspace technical issues. Ensure data security, compliance, and alignment with organizational standards. Prepare documentation, knowledge base articles, and training material related to Google Workspace. Collaborate with internal teams to support migrations, updates, and changes within the Workspace environment. Mandatory Requirements Graduation is compulsory Former employees of TCS/Tata are not eligible for rehire PAN and DOB are mandatory for employee profile creation Preferred Qualifications 24 years of experience in Google Workspace support or as a GWS SME. Prior BPO/IT support experience preferred. Experience resolving advanced Workspace-related technical escalations. Knowledge of security settings, authentication (SSO, MFA), and compliance features within Workspace