Associate General Manager

1 month ago


Chennai, Tamil Nadu, India HCLTech Full time
Job Title: Associate General Manager

HCLTech is seeking a seasoned Associate General Manager to lead our Health Care Business operations across various locations.

Key Responsibilities:

  • Develop and implement resource allocation and daily operations strategies to drive business growth.
  • Analyze trends and implement improvement plans to enhance project outcomes.
  • Prioritize and direct work activities, ensuring alignment with site objectives and goals.
  • Ensure client SLAs and KPIs are met, and initiate RCA and action plans for failing metrics.
  • Drive QOQ targets for productivity, DSO, revenue, and margin improvement.
  • Align client objectives with Enterprise Quality and operation goals.
  • Ensure end-customer satisfaction through surveys and motivate team members to innovate and improve processes.
  • Establish capabilities to meet objectives in capacity, technology, automation, and product quality.
  • Ensure adherence to standard operating procedures and compliance with company policies and regulations.
  • Lead Continuous Improvement initiatives, applying Six Sigma methodologies to enhance productivity.
  • Develop long-range training and development systems to meet future business objectives.
  • Collaborate with sales and accounts teams for new business opportunities.

Requirements:

  • Relevant post-secondary education and/or equivalent experience.
  • Bachelor's degree in any stream (may substitute two years of relevant experience per one year of required education).
  • Overall experience of 16 years, with a team management background and experience in managing credential verification organizations or payor/provider 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 and 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 with clients.
  • Knows the market and is externally focused, with 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, and understands the competitive landscape and industry best practices.


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