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Associate General Manager

2 months ago

tamil nadu, India HCLTech Full time

OVERVIEW:

HCL DPO Healthcare is looking for the above position for its Health Care Business operating across different locations

Minimum Experience: 15 Years

Working Shift: Night Shift

Essential Duties and Responsibilities (Key Accountabilities)

- Responsible for the planning and managing the use of resources and daily operations activities
- Analyze past and current trends to identify improvement areas. Also apply best practices attained through past experience in the interest of the project. Prepare and implement the improvement plans and track the results.
- Prioritizes, directs and oversees work activities and schedules and communicates with cross functional teams to ensure adherence to site objectives and goals.
- Ensure client SLA’s and KPI’s are met
- Initiate RCA and action plan for failing KPI/SLA
- Achieve QOQ targets for – productivity improvement, DSO improvement, revenue and margin improvement
- Responsible to ensure that client objectives are aligned with both Enterprise Quality and operation, and the Generics Business Unit objectives.
- Responsible for end customer satisfaction which will be conducted through auto/manual triggered surveys
- Motivate and inspire people to be innovative in their approach and bring out ideas for process improvement.
- Ensure that the capabilities needed to meet objectives in Capacity, Technology, Automation, Process Analytical Technology, Product Quality, and Efficiency Improvement are identified and appropriately established.
- Ensures adherence to standard operating procedures, and compliance with all company policies, procedures, safety rules, and regulations.
- Accountable for leading all Continuous Improvement initiatives, utilizing expert resources to increase productivity. Applies Process Excellence methodologies (Six Sigma) to improvement initiatives.
- Responsible for ensuring that long range training and development systems of control are in place to meet future objectives of the business.
- Work with sales and accounts team for new business
- Responsible for the margin improvement plan
- Work with the account and sales team for annual business plan

EDUCATION/EXPERIENCE

The minimum education requirements are:

- Relevant post-secondary education
- Bachelor’s degree in any stream (may substitute two years of relevant experience per one year of required education)

The minimum experience requirements are:

- Overall experience of 16 years +Handled a team of 200+ resources Experience in managing credential verification organizations (CVO) or in payor/provider operations. Experience in managing BPO call center operations

SKILLS AND COMPETENCIES

- Exceptional leadership skills, including the ability to manage through a shared vision and path to success
- Proven track record of flawless project execution and innovations to bring about process excellence.
- Ability to create, communicate and manage SLA metrics that support operational targets
- Possess exceptional interpersonal skills enabling effective interaction with internal, external customers, employees, peers, and management
- Strong financial and business acumen
- Able to work across a complex, changing environment to meet changing business needs
- Able to organize and prioritize multiple complex projects
- Able to understand Information Technology and how it can be used to improve an operation.
- Ability to drive change within the organization, and negotiate this with client
- Knows the market and is externally focused, should have experience in growing the business
- Demonstrates clear and in-depth understanding of the healthcare contact center industry
- Proactively scans the environment for new ideas, trends, benchmarking; understands the competitive landscape and industry best practices (multi-channel etc.)