Manager - Operations ROI

Manager - Operations?ROI, oversees the operational performance and strategic direction of offshore healthcare processes, ensuring efficiency, quality, and compliance.?This role involves leading teams, managing client relationships, and driving continuous improvement in a fast-paced, global environment. Manager Operations is a key leadership position that requires a blend of operational expertise, leadership skills, and a deep understanding of the healthcare industry.?The role is crucial for ensuring the smooth and efficient delivery of offshore healthcare services while maintaining high standards of quality and compliance.

Key Responsibilities:

• Operational Oversight: Manage day-to-day operations of BPO teams, ensuring adherence to service level agreements (SLAs) and performance targets.
• Team Leadership: Lead, mentor, and motivate BPO teams (50-100 FTEs), fostering a positive and productive work environment.
• Client/Onshore Relationship Management: Collaborate with client/onshore managers, understand their needs, and ensure effective communication and issue resolution.
• Performance Management: Monitor key performance indicators (KPIs), analyse data, and implement strategies to improve efficiency and quality.
• Process Improvement: Identify areas for process improvement, develop and implement best practices, and leverage technology to optimize operations.
• Compliance: Ensure adherence to organizational policies, procedures, and relevant healthcare regulations.
• Resource Management: Allocate resources effectively, manage workload distribution, and optimize staffing levels.
• Financial Management: May be involved in budget management and cost optimization efforts.
• Strategic Planning: Contribute to the development and execution of operational strategies to support business growth and client objectives.
• Collaboration: Collaborate with other departments, such as IT, Operations & Development to address any technical issues or system enhancements related to the projects.
  

Skills:

• Strong leadership and team management skills.?
• Excellent communication and interpersonal skills.?
• Proven ability to manage client relationships and expectations.?
• Proficiency in data analysis and performance management.?
• Solid understanding of BPO industry practices and standards.?
• Experience in healthcare regulations and compliance is often required.?
• Experience with revenue cycle management (RCM) is highly desirable.?
  

Education:

Bachelor's degree in any stream.

Experience:

10+ years of experience in BPO operations, with a strong preference for experience in the healthcare sector.