Operations Manager - Healthcare l EXL Iloilo

Basic Function

Under the direction of the Senior Manager /Asst. Vice President, this role is primarily responsible in managing operations and performance of the team to ensure all agreed SLA’s and KPI’s are met. This job also includes direct client interactions for any questions and issues around SLAs. The role continually involves coaching, training and developing supervisors and senior executives; promoting client and employee retention initiatives.

Essential Functions

Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them

Documented monthly performance review of Agents and Assistant Managers

Executive quarterly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and Supervisors

Drive reward and recognition activity on the floor. Get participation and create enthusiasm

Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process

Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.

Stay in touch with the Client at the Process Owner level on a daily basis to review progress

Ensure compliance with internal policies and procedures, external regulations and information security standards

Develop and implement corporate and industry strategies and convert opportunities into business.

Keep clinical knowledge up to date in relation to the Healthcare Delivery System in the US and how it affects business outsourcing as a whole

Manage, Track and Keep Accurate Financial Reports and Invoices, with timely submission of Profit and Loss report

Identify key risks inside the process and design the mitigation plans across operations, training and quality teams and relay solution design to primary stakeholders

Technical Skills

Above average knowledge of MS Office applications like – PowerPoint, MS Word and MS Excel

Basic Skills on Minitab

Internet usage and email access

Basic knowledge in forecasting and scheduling

Contact center management

Project management

Process Specific Skills

Industries:Outsourcing/Offshoring

Function: Others