Assistant Manager - Operations ROI

MRO Corporation; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Mro-Corporatio in Pune, India seeks an Assistant Manager – Operations ROI to oversee daily operations and lead a 30+ member frontline team. You will ensure service quality, enforce HIPAA compliance, and align with client requirements.

Responsibilities include monitoring KPIs, coaching staff, managing schedules, and delivering accurate reports to management and clients, while driving process improvements and data security adherence.

Qualifications

• Minimum 3 years of leadership or supervisory experience in a BPO.
• Experience in healthcare processes (claims, prior authorization, revenue cycle, etc.).
• Bachelor’s degree in a non-technical field.
• Strong knowledge of healthcare regulations and HIPAA compliance.

Responsibilities

• Supervise a team of 30+ associates and Team Leaders, including attendance and leave.
• Monitor KPIs such as AHT, CSAT, FCR, and QA scores; conduct coaching and reviews.
• Oversee daily workflows, schedules, and adherence to client requirements and data security.
• Provide on-the-floor support for escalated issues and drive timely resolutions.
• Coordinate with quality and training to close knowledge gaps.
• Generate and present performance reports to senior management and clients.
• Identify process improvements to boost productivity and accuracy.

Skills

Team leadership

Performance coaching

Communication skills

MS Office proficiency

Education

Bachelor's degree (non-technical)

Tools

MS Office

Excel

PowerPoint

Job description

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.