Senior Manager, Operations (Healthcare)

Concentrix; Pune District; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Concentrix is seeking a senior leader to head Service & Operations Delivery for an International Healthcare account. The role carries P&L responsibility and focuses on designing, implementing and scaling dynamic operations with customer-centricity, team growth and well-being at the core.

The incumbent will drive operational rigor, build scalable processes and lead cross-functional strategy to deliver growth and client satisfaction across geographies, while ensuring regulatory compliance and high

Qualifications

• 12+ years of BPO/ contact centre operations experience.
• Experience leading 500+ headcount and building leaders.
• Proven ability to improve quality, efficiency and SLA performance.
• Experience in P&L management and business growth.
• Strong client management and customer service orientation.
• Excellent communication, negotiation and conflict management.
• Analytical mindset and ability to streamline complex processes.

Responsibilities

• Oversee P&L and overall business strategy execution.
• Drive back-office operation improvements and resource optimization.
• Lead high-performance teams and scalable processes.
• Lead cross-functional strategic planning for budgets and expansion.
• Maintain strong client relationships and ensure client satisfaction.
• Collaborate with sales and marketing to drive growth across geographies.
• Ensure compliance with client regulatory requirements.

Skills

P&L management

Team leadership

Operational excellence

Client management

Process improvement

Analytical mindset

Job description

We are looking for a leader to head Service & Operations Delivery business for an International Healthcare account. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling dynamic operations and organization focused on customer-centricity, team growth and well- being and operational rigor.

This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

P&L:

Manage P&L of the business operations, including the development and execution of the overall business strategy.

Operations

Drive operational improvements for Backoffice operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.

Team management:

Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Strategy:

Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)

Client Satisfaction:

Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.

Business Growth:

Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.

Compliance:

Ensure compliance with all client regulatory requirements

Profile & Experience

• 12+ years of operations experience within a BPO/ Contact Centre..
• Successful track record in growing and inspiring large teams approx. 500+ HC, with proven ability to select, attract, motivate, retain, and develop leaders and team members
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements
• Experience of managing P&L, driving performance and growing businesses.
• Understanding of contracts and key BPO dynamics governing them
• Strong customer service orientation and client management skills
• Excellent communication, negotiation, and conflict management skills
• Analytical acumen and the ability to streamline complex processes