Vice President- Healthcare Operations Management- BPO

Responsibilities

Role Responsibilities

Accountabilities Major Activities Key Performance Indicators

Ensure seamless transition and flawless service delivery

• ? Focus on transition with ‘Zero’ impact on service delivery
• ? Focus on efficiencies - leaner, greener and faster
• ? Focus on Process stabilization & sustained delivery
• ? Reducing operation costs
• ? Make TBP more effective
• ? Build effective process management system
• ? FTE headcount
• ? Revenue from the BU Vs. Target
• ? Gross Margin for the BU
• ? MEI (Manpower Efficiency Index)

Ensure client satisfaction on all SLA’s and given parameters

People management

Provide assistance to industry and BU leadership for development of strategies for business development and process improvements Working on Strategic Priorities such as (but not limited to) :

Focus on customer experience as the business is transitioned with zero impact on service delivery

Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively

DIMENSIONS

Financial Dimensions Managing the revenue and profitability and Value Delivery

KEY DECISIONS

Decisions you make by yourself

INTERACTIONS

Internal Job Role you need to interact with Internally in the organization to enable success in your day to day work

External Interactions Job Role you need to interact with outside the organization to enable success in your day to day work

Qualifications

Minimum 10 years of experience within the BPO industry in senior VP Position

SKILLS AND KNOWLEDGE

Skill Requirement

Educational Qualifications

Graduate in any field

Post graduate is preferable

Functional Skills

Experience of managing Healthcare Operation

Client relationship management

Managing large contact center

Behavioral Skills

Decisions making

Prioritization

Analytical skills

People management

Excellent communication skills