Assistant Manager - Operations ROI

MRO; Pune District; Vor Ort; INR 600.000 - 900.000; Vollzeit

Zusammenfassung

MRO in Pune, India is seeking an Assistant Manager – Operations ROI to lead a frontline team, ensuring high-quality service and strict regulatory compliance.

You will manage 30+ associates, monitor KPIs like AHT, CSAT, FCR, and QA, and partner with quality and training to drive improvements in operations. This role requires strong leadership, analytical thinking, and proficiency in MS Office.

Qualifikationen

• 3+ years in a leadership role within a BPO.
• Experience in healthcare processes like claims or revenue cycle is preferred.
• Strong knowledge of HIPAA and healthcare regulations.
• Excellent communication and problem-solving skills.
• Proficiency with MS Office (Excel, PowerPoint).

Aufgaben

• Supervise and motivate a team of 30+ associates and Team Leaders.
• Monitor KPIs: AHT, CSAT, FCR, QA scores; conduct coaching and reviews.
• Oversee daily workflows, schedules, and adherence to protocols.
• Handle escalated customer issues and on-the-floor support.
• Coordinate with quality and training to close knowledge gaps.
• Generate and present performance reports to management.
• Identify process improvements to boost productivity and accuracy.

Kenntnisse

Leadership

Team management

Healthcare experience

Regulatory compliance

MS Excel

PowerPoint

Ausbildung

Non-technical bachelor’s degree

Tools

MS Office

Jobbeschreibung

The Assistant Manager – Operations ROI is responsible for managing daily operations and driving the performance of a frontline team to ensure the consistent delivery of high-quality services. This role serves as a critical liaison between management and operational staff, with a strong focus on compliance with healthcare regulations, including HIPAA, and adherence to client-specific requirements.

Key Responsibilities:

• Team Management & Leadership: Supervise, lead, and motivate a team of 30+ associates and Team Leaders. This includes managing attendance, leave approvals, and overall team dynamics.
• Performance Monitoring & Coaching: Monitor individual and team performance metrics (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Quality Assurance (QA) scores. Conduct regular coaching sessions, provide constructive feedback, and perform performance reviews to drive continuous improvement.
• Operations & Process Adherence: Oversee daily workflows, manage schedules, and ensure all team members adhere to established protocols, client requirements, and data security standards. Ensure all healthcare regulations and disclamers are given as per process guidelines.
• Issue Resolution & Escalation Management: Provide on-the-floor support, handle escalated customer complaints or complex issues, and ensure timely and effective resolutions.
• Training & Development: Coordinate with quality and training departments to identify knowledge gaps and implement training initiatives to enhance team members' skills and product knowledge.
• Reporting & Analytics: Generate and present daily, weekly, and monthly reports on team performance, productivity, and operational insights to senior management and clients.
• Process Improvement: Identify areas for improvement and implement strategies and process changes to enhance productivity, accuracy, and operational efficiency.

Required Qualifications and Skills

• Experience: Minimum 3 years of experience in a leadership or supervisory role within a BPO setting, with specific experience in healthcare processes (e.g., claims, prior authorization, revenue cycle management, life sciences etc.)
• Education: Any non-technical bachelor’s degree (BSC, B-Pharma, B. Com, BA, Nursing, Life Science etc.), but relevant work experience can be a substitute.
• Knowledge: A strong understanding of healthcare regulations, compliance standards (like HIPAA), and industry-specific practices is essential.
• Core Competencies:
• Strong leadership, people management, and motivational skills.
• Excellent communication (verbal and written), interpersonal, and problem-solving abilities.
• Strong organizational, time-management, and decision-making skills.
• Proficiency in tools/software, performance dashboards, and MS Office (especially Excel & Power point).
• Ability to work in a fast-paced, dynamic environment and manage under pressure.