VP Healthcare Operations

Genpact; Metro Manila; On-site; PHP 6,000,000 - 9,000,000; Full time

Job summary

Genpact is seeking a Vice President of Healthcare Operations to lead the delivery of our healthcare client operations in the Philippines. You will guide a team, drive P&L performance, and shape strategic initiatives across customer care, quality, and workplace planning.

Responsibilities include collaborating with customers, digital and analytics teams, and leading modernization efforts using data-driven approaches to improve outcomes and client satisfaction.

Qualifications

• Graduate from a reputable university.
• Experience in contact center operations, healthcare domain.
• Ability to engage senior client management and lead project discussions.
• Experience using digital and analytics to drive service lines.
• Strong social, communication, and leadership skills to motivate teams.

Responsibilities

• Lead delivery of assigned Healthcare operations team to meet P&L targets.
• Identify performance gaps and implement improvement plans.
• Lead knowledge design and support for complex domain.
• Apply industry knowledge and innovative technology to client healthcare operations.
• Collaborate on new deals: solutioning, pricing, due diligence, transition, stabilization.
• Drive adoption of new technologies in operations and maintain executive presence.
• Be primary point of contact for customer and internal issues.
• Maintain and grow excellent customer relations, focusing on NPS.
• Partner with client, operations, digital and analytics teams to deliver key projects.

Skills

Healthcare operations leadership

Client management

Digital & Analytics

Communication & leadership

Education

Bachelor's degree

Tools

Lean Six Sigma

Job description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Vice President, Healthcare Operations

This role is responsible for the execution of the assigned line of business, ensuring all the delivery operations meet customer and organizational needs. This position provides leadership and management to assigned Healthcare client's staff and actively gives operational targets as well as business decisions and will have a tactical approach to Customer Care, People Management, Quality Management, Workplace Planning, Mentoring, Development and Training.

Responsibilities

• Lead delivery of assigned Operations team to achieve/exceed P&L expectations.
• Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.
• Lead knowledge design, implementation & support for complex domain. Monitor & review solution implementation process in a reciprocal manner.
• Bring industry knowledge, extraordinary consulting capabilities, innovation, and groundbreaking technology to our clients for their healthcare operations
• Collaborate for new deal process including solutioning, pricing, due diligence, transition, and stabilization.
• Be responsible for the way in implementing new technologies in operations and display executive presence.
• Be a senior partner concern point for resolving customer & internal issues.
• Maintain & grow excellent customer relations – focus on improving NPS.
• Partner with the client, operations, digital and analytics team to define and deliver our key projects

Qualifications we seek in you!

Minimum Qualifications

• Graduate from a reputable university.
• Prior Experience in contact center operations, healthcare domain / industry
• Ability to engage senior client management on offerings, emerging issues in focus sectors, lead project scope discussions and provide insightful recommendations
• Experience demonstrating Digital and Analytics to drive the service line
• Possesses excellent social communications, team building and leadership skills with the ability to communicate Genpact’ s vision and motivate others to share the passion and culture

Preferred qualifications / Skills

• Outstanding negotiation, interpersonal, verbal, and written communication skills.
• Measurable experience in leading and growing profitable voice contact center operations and BPO services.
• Subject matter authority contacts center operations in various industries, such as banking, insurance, healthcare, technology, retail etc.
• Demonstrate working knowledge of lean six sigma framework to drive continuous performance improvement.
• Analytical problem-solving skills with an outstanding attention to detail.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.