Manager - Operations ROI

7 days ago

Pune India MRO Full time

Job Description Manager - OperationsROI, 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. Specific Skills for Healthcare BPO: - Knowledge of US healthcare regulations, including HIPAA and other relevant laws. - Understanding of healthcare revenue cycle management (RCM) processes. - Experience with payer-side operations, such as claims management, provider data, and contracting. - Experience with different healthcare BPO models (e.g., third-party BPO, in-house shared service centers).

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