Manager / Sr. Manager - Business Excellence ( Healthcare )

Job Overview

The role of Manager / Sr. Manager Business Excellence (healthcare) domain encompasses leadership strategic oversight and operational & Process 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 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 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's in business administration or any post-graduation will be an advantage.
• Around 10 to 18 years with approx. 8+ 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.

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