DGM - Business Excellence - Healthcare (Payer Domain)

Job Description

Job Overview The role of Deputy General Manager (DGM) in the Payer (Insurance) domain encompasses leadership strategic oversight and operational excellence. 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 through. Process Reengineering Transformation projects leveraging Digital capability (Automation Analytics ). 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 through 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 in Business Administration or any Post-graduation will be an advantage. Around 15 to 18 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 : - Ahould 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 : - Kamlesh Contact Number : - 9840028649