Process Manager – Operations Services

DigiRecruitx; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

DigiRecruitx in Pune is seeking a Process Manager – Operations Services to lead day-to-day operations, drive process excellence, ensure SLA adherence, and mentor a high-performing team.

You will collaborate with senior leadership across QA, Analysts, Tech, and Client Success to improve workflows, monitor metrics, and implement continuous-improvement initiatives that boost efficiency and customer satisfaction.

Qualifications

• Bachelor's degree in any discipline.
• 4–5 years in BPO or Operations Services.
• Minimum 2 years in a people-management role.

Responsibilities

• Lead and manage a team of Operations Executives to meet productivity, quality, and SLA targets.
• Oversee end-to-end operational processes: task allocation and workload management.
• Monitor metrics via MIS reports and dashboards to identify trends and bottlenecks.
• Conduct regular meetings, reviews, and coaching to drive performance.
• Prepare and present reports and improvement plans to senior management.

Skills

Team management

Leadership

Data analysis

Dashboard reporting

Process improvement

Education

Bachelor's degree

Tools

Microsoft Excel

Google Sheets

Salesforce

Zoho

Freshdesk

Job description

About the Role

We are looking for a highly motivated and results-oriented Process Manager – Operations Services to lead day-to-day operations, drive process excellence, ensure adherence to service-level agreements (SLAs), and manage a high-performing team.

The role will work closely with senior leadership and cross-functional teams including Quality Assurance, Analysts, Team Leads, Technology, and Client Success to improve operational efficiency and service delivery.

Key Responsibilities

• Lead, mentor, and manage a team of Operations Executives to consistently achieve productivity, quality, and SLA targets.
• Oversee end-to-end operational processes, including task allocation, workload management, escalation handling, and performance monitoring.
• Monitor operational metrics through MIS reports and dashboards to identify trends, bottlenecks, and process-improvement opportunities.
• Conduct regular team meetings, performance reviews, feedback sessions, and one-on-one coaching.
• Collaborate with Quality Assurance, Technology, Client Success, and leadership teams to improve workflows and reduce turnaround times.
• Identify training and development needs and support initiatives to enhance team capabilities.
• Resolve operational issues and process-related escalations in a timely and effective manner.
• Ensure compliance with organizational policies, data-privacy standards, and healthcare-industry regulations.
• Drive continuous-improvement initiatives to enhance efficiency, productivity, quality, and customer satisfaction.
• Prepare and present operational reports, performance insights, and improvement plans to senior management.

Required Qualifications

• Bachelor's degree in any discipline.
• 4–5 years of experience in BPO or Operations Services.
• Minimum 2 years of experience in a Team Lead, Supervisor, or equivalent people-management role.

Required Skills

• Proven experience managing teams of 10 or more employees in a process-driven, target-oriented environment.
• Strong understanding of operational workflows including data processing, document management, verification, or similar back-office operations.
• Excellent leadership, coaching, and people-management skills.
• Proficiency in Microsoft Excel and Google Sheets for reporting, data analysis, and dashboard management.
• Strong analytical and problem-solving skills with the ability to interpret operational data and implement improvements.
• Excellent verbal and written communication skills.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Ability to work under pressure while maintaining quality and meeting deadlines.

Preferred Qualifications

• Experience in healthcare operations, provider credentialing, medical billing, insurance back-office operations, or related domains.
• Familiarity with CRM or workflow-management tools such as Salesforce, Zoho, Freshdesk, or similar platforms.
• Experience supporting US healthcare or international BPO processes.
• Six Sigma, Lean, or other process-improvement certifications are an advantage.
• Demonstrated success in improving operational metrics such as productivity, turnaround time, quality scores, or SLA performance.

What We Are Looking For

We are looking for a proactive leader who takes ownership, drives operational excellence, and leads by example. The ideal candidate has a strong background in managing back-office operations, improving processes, and developing high-performing teams, with measurable examples of operational improvements delivered in previous roles.

Compensation

Compensation will be competitive and commensurate with the candidate's qualifications, relevant experience, and interview performance.

Experience: 4–5 Years