Assistant General Manager Operations

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The role of a Assistant General Manager Operations is to manage the overall business culture and Operations of the site; including the development, guidance and direction of the Call Center and Support Staff. An experienced and well rounded "hands on" leader with a focus on driving operational performance, facility management, P&L and continuous improvement initiatives.

Job title:

Assistant General Manager Operations

Job Description:

Education: Any Graduate or Postgraduate

Experience: 12+ years Call Center and/or Claims Administration experience in an outsource environment responsible for multiple sites and clients. Healthcare Industry Preferred.

Roles & Responsibilities:

• Review and manage balanced scorecard and key performance indicators, regularly focusing on long term objectives to ensure Client and Organization goals are continually met.
• Develop long term plan to enhance performance of programs. This includes areas such as Force Management, Training, quality, staffing and/or program initiatives.
• Lead cross-functional activities and communication to further partnership between organization and assigned clients.
• Examine financial data and use them to improve profitability
• Manage Budget and forecast
• Familiarize with HIPAA regulations
• Lead internal reviews and track Operations metrics, focus on improving metrics
• Use a systematic approach to identifying improvement opportunities, root-cause analysis, recommending solutions, and implementing process improvements in accordance with client/company policies and practices.
• Responsible for leading, providing professional development, and evaluating direct reports.
• Prepare, deliver, and facilitate both client and internal business presentations and meetings.
• Promote teamwork and cooperative effort.
• Help train and provide guidance to other employees within the organization.
• Ensure both internal and external customers are provided with the highest quality service.
• Experience with Client relationship management
• Monitors and reports weekly projection status.
• Assisting GM in managing staff by conducting staff meetings

Skills:

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Excellent presentation and client interaction skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and/or transform teams processes across functions within the organization.
• Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.
• Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.
• Works together with the client to develop strategic and operational solutions
• Anticipates constraints and challenges and works on solutions in collaboration with the client
• Studies trends and client/market needs to develop continuous improvement opportunities for innovation
• Identifies possible quality management challenges and works towards ideating resolution
• Experience with client relationship management is required
• Experience in budgeting and forecasting

Location:

BLR, Surya Wave BuildingIndia