Operations Executive

HealthSy is an innovative healthcare platform in Coimbatore that offers a one-stop solution for all healthcare needs. With HealthSy, you can order medicines, OTCs, and healthcare products, consult doctors online, book home healthcare services, book in-clinic doctor appointments, read health articles, get authentic medicine information, buy exclusive memberships and order your medicines and healthcare products on a subscription basis. We prioritize your health above all else and are always striving to improve your healthcare experience.

**Responsibilities**
- **Job Summary**:_
- **Key Responsibilities**:_

**1. Manage SLA-Driven Operations**
- Handle multiple processes with defined SLAs related to resolution time, quality, and customer communication.
- Monitor adherence to performance benchmarks and proactively flag risks of SLA breaches.

**2. Monitor & Report Service Quality**
- Conduct daily/weekly reviews of service KPIs to ensure quality and turnaround standards are met.
- Generate operational reports and dashboards for internal stakeholders and client review.

**3. Drive Continuous Process Improvement**
- Identify gaps or inefficiencies and propose improvement plans based on data insights or customer feedback.
- Collaborate with relevant teams to implement process upgrades or SOP enhancements.

**4. Lead Operational Analytics & Insights**
- Analyze ticket volumes, backlog trends, escalation frequency, and SLA adherence.
- Support decision-making with actionable insights derived from structured and unstructured data.

**5. Handle Customer Coordination & Escalations**
- Liaise with partners and internal teams to resolve service issues, ensuring timely and satisfactory closure.
- Review support team calls to ensure alignment with service standards, response quality, and escalation protocols.

**6. Enable Process Automation & Tool Utilization**
- Utilize service platforms (e.g., CRM, ticketing systems, workflow tools) to improve efficiency.
- Recommend or assist in implementing automation tools (e.g., macros, RPA) to reduce manual effort.

**7. Ensure Compliance & Service Standards**
- Ensure processes align with regulatory guidelines, audit expectations, and internal quality standards.
- Maintain detailed records, logs, and SOP adherence for all operational activities.

**8. Facilitate Cross-Functional Collaboration**
- Work closely with product, tech, customer experience, and quality teams to resolve interdepartmental blockers.
- Participate in cross-team service reviews and initiatives to streamline end-to-end service delivery.

**Requirements & Skill**
- Bachelor’s degree in Business Administration, Operations, or related discipline.
- Certification in ITIL, Service Operations, or Quality Management Systems (QMS) is a plus.
- 2 to 3 years of experience in service operations or delivery, with a focus on SLA-driven, multi-channel environments.
- Strong understanding of incident management, service quality, and workflow management.
- Proficient in MS Excel, Power BI, CRM, or ticketing systems (e.g., Zendesk, Salesforce, Freshdesk).
- Exposure to process improvement methodologies (Lean, Six Sigma - Green Belt is a plus).
- Analytical mindset with strong problem-solving and root cause analysis skills.
- Excellent written and verbal communication skills; ability to manage stakeholders professionally.
- Ability to work collaboratively across functions and manage multiple priorities with attention to detail

**Job Types**: Full-time, Permanent

**Benefits**:

- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Coimbatore, Tamil Nadu: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Bachelor's (preferred)

Work Location: In person