Skill & Competence (Desired)
The Job Profile indicates that the job requirement is for a person who is inspirational, manipulative and has the drive to achieve. The job is likely to require that tangible, measurable results are to be obtained through other, wherein one will not have any direct control. There is a need of high Relationship building skills. There may be necessity to be flexible to work in time zones as per the need of stakeholders. May need to work in an environment laced with a wide variety of problems and high ambiguity. Communication and people skills are also important aspects of the job. The person fulfilling this role should be self-starting, People facing, imaginative, direct, influential, team player and self-confident. Independence, mobility, activity, pace and authority are also factors which could be important to this position.
Roles & Responsibilities:
• Operations Management:
Effectively manage revenue of $22+ MN annually for large US based health care companies. Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency. Interacting with clients through e-mails and regular Conference Calls to review and resolve operational issues as well as implement new process and procedure changes. Conceiving/implementing short and long-term business plans for achievement of organizational financial objectives. Establishing processes in line with organizational strategic vision. Conceptualizing, implementing and stabilizing initiatives to standardize processes and uniformly implement Best Practices across different BUs and functions as applicable. Driving performance measures for the operations, often in the form of dashboards convenient for review of high level key indicators.
• Project Management:
Developing project proposals to meet end-to-end business objectives. Work closely with a team of Black Belts in executing end-to-end projects. Utilizing knowledge of all Six Sigma, Lean and Corrective Action Plan tools to drive change management at various levels. Creating Project Management Structure for organization level initiatives. Proficiency in driving operational excellence. Successfully imparting Six Sigma training to middle management across organization.
• Process Management:
Monitoring overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level. Creating and implementing workflows to facilitate improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance products and services. Responsible for managing operations and spearheading teams for excelling business targets and service delivery metrics. Conceiving/rewarding continuous improvement initiatives and ensuring seamless integration into production environment.
• Training and Development;
Conceptualizing, developing and delivering Training and Development initiatives for improved productivity, building capability enhancement. Identifying training needs across levels through mapping of skills required for different roles and analysis of the existing competencies. Preparing instructional content and effectively utilizing technology for effective delivery as per business requirements. Analyzing employees’ performance on regular basis and providing valuable feedback and charting out plans for improvement in performance. Succession planning for each team member as well as growth plans for deserving candidates
• Quality Management:
Ensuring a high-quality customer experience, analyzing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the Service Level Agreements and Standard Operating Procedures. Setting out quality standards for various operational areas and ensuring adherence to quality standards by conducting quality audits and calibrating the scores with quality team.
• Team Management:
Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly and monthly basis in adherence to the pre-set standards. Interacting with employees to plan their development and evaluating the progress made and provide development opportunities, coaching and resources.
• Account Management Interface : Providing value added services to customers, giving information regarding various services and products offered and improving satisfaction levels. Monitoring overall functioning of the processes, identifying improvement areas as well as implementing them through concrete plans to maximize customer satisfaction level.