General Manager - Operations

The incumbent will oversee operations in a premium contact center & back-office environment, ensuring the achievement of revenue targets and maintaining high levels of service quality. The role requires strategic planning, crisis management, and effective account management. The individual will be responsible for managing a large team across different accounts, ensuring adherence to SLAs, and implementing quality assurance measures. This position demands a seasoned professional with experience in processes for US-Healthcare industry, capable of leading operational excellence in a dynamic, fast-paced setting.

Role & responsibilities

• Manage and lead a team of 300+ members with a direct span of control of 3 to 6 leads / managers.
• Oversee account management and revenue generation activities.
• Ensure SLA maintenance and quality assurance across operations.
• Develop and implement strategic planning initiatives.
• Handle crisis management and problem-solving activities.
• Collaborate with senior management to align operations with business goals.
• Monitor and analyze performance metrics to drive improvements.
• Foster a positive work environment and team culture.

Preferred candidate profile

• Work experience in a US Healthcare Eligibility/Enrollment program apart from Claims experience.
• Minimum 3 years of experience as a Sr. Operations Manager in healthcare processes.
• 15 to 20 years experience, managing a team size of 300+.
• Exposure to Six Sigma/Lean preferably with YB/GB certification.
• Proven track record in account management, process/SLA management and revenue.

Interested candidates please feel free to share your CV to vijayr175975@hexaware.com