
AGM Business Excellence
4 weeks ago
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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