AGM Business Excellence

4 days ago

Bengaluru, India Golden Opportunities Full time

Job Overview - The role of Associate General Manager (AGM) 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 -

  • Master's in business administration or any post-graduation will be an advantage.
  • Around 12 to 20 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.

Contact Person - Priya Srinivasan

Email-

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