Sr. Operations Manager

1 week ago

Bengaluru, Karnataka, India Adeptuz Management Solutions Full time

Experience: 2-3 years in a leadership role in a BPO, preferably handling health insurance customer service processes

Working Days: 6 Days (1 rotational day off)

Company: One of the leading BPO organizations in India.

Job Role:

The Senior Operations Manager will oversee customer service operations for health insurance processes, managing claims support, policyholder queries, and provider network assistance. This role ensures team performance, client satisfaction, and operational efficiency in a domestic BPO environment.

Job Description:

01) Manage customer service operations for health insurance processes, handling claims support, policyholder queries, and provider network assistance.

02) Ensure adherence to client service level agreements (SLAs) and maintain high standards of customer satisfaction.

03) Lead and mentor a team, monitor key performance indicators (KPIs), and implement strategies to optimize service delivery.

04) Address escalated customer issues and ensure timely resolution of complex queries.

05) Drive process improvements to enhance operational efficiency and service quality.

06) Collaborate with clients and internal teams to ensure seamless service delivery.

07) Generate and analyze team reports.

Required Key Skills / Desired Experience:

01) Educational Qualification: Graduate degree is mandatory.

02) Work Experience: 2-3 years in a leadership role in a BPO, preferably handling health insurance customer service processes.

03) Prior experience in managing health insurance-related customer service processes would be highly desirable.

04) Notice Period: Candidates who can join immediately or in 10 or 15 days would be considered favorably.

05) Salary Range: Rs. 9.0 to 11.10 Lacs Per Annum / Rs. 75,000 to 92,500.

06) Communication and Languages: Excellent communication and interpersonal skills to lead teams and interact with clients.

07) Willing to work in a day-shift process with one rotational day off.

08) Able to multitask, prioritize, and manage time efficiently in a fast-paced BPO environment.

09) Ability to flourish with minimal guidance, be proactive, and handle uncertainty.

10) Strong problem-solving and analytical skills to address complex customer issues.

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