Senior General Manager - BPO (Voice - US Healthcare), Navi Mumbai

Role - 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. Job responsibilities - Must haves; Manage and lead a team of 300+ members with a direct span of control of 3 - 6. 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. Desired; Work experience in a Voice program from premium contact centers. Minimum 3 years of experience as a Sr. Operations Manager in healthcare processes. Criteria's - Must haves; 15 20 years experience managing a team size of 300+. Graduate from recognized/full time college. Exposure to Six Sigma/Lean preferably with YB/GB certification. M roven track record in account management, process/SLA management and revenue. M Desired; Strategic planning and crisis management skills. Quality management. Shift timings - US Shifts Kindly share your updated CV on vrushalid@hexaware.com