DGM - Quality - Healthcare process

Job Description

Job Title - DGM - Payer Insurance 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 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 Masters 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, 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. Role & responsibilities Preferred candidate profile