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Operations Manager – US Healthcare Process (Voice & Non-Voice)
Location: Pune, MH
Shift: Permanent Night Shift (US Hours)
Industry: BPM / BPO / Healthcare Operations
Qualification: Graduate (Mandatory)
Budget: 12 LPA Fixed
About the Role
IT Cube is seeking an experienced and dynamic Operations Manager to lead multiple US Healthcare accounts across Voice and Non-Voice processes. The incumbent will be responsible for driving operational excellence, client satisfaction, people management, process adherence, and business performance while managing a team of Team Leaders and Assistant Managers.
Key Responsibilities
Operations Management
- Manage end-to-end operations for multiple US Healthcare accounts.
- Ensure achievement of key operational metrics including productivity, quality, SLA adherence, turnaround time, and customer satisfaction.
- Drive process improvements and operational efficiencies across accounts.
- Monitor daily, weekly, and monthly performance indicators and implement corrective actions wherever required.
Team Leadership
- Lead, mentor, and develop Team Leaders and Assistant Managers reporting into the role.
- Build a high-performance culture focused on accountability, collaboration, and continuous improvement.
- Conduct regular performance reviews, coaching sessions, and succession planning initiatives.
- Ensure optimum staffing, resource utilization, and workforce planning.
Client & Stakeholder Management
- Act as the primary point of contact for internal and external stakeholders.
- Participate in client reviews and business discussions.
- Ensure consistent delivery of client expectations and contractual commitments.
Quality & Compliance
- Ensure compliance with healthcare industry standards, company policies, and client requirements.
- Drive quality improvement initiatives and process governance.
- Manage risks and ensure timely resolution of operational challenges.
Reporting & Analytics
- Prepare and present operational reviews, dashboards, and performance reports.
- Analyze trends, identify improvement opportunities, and implement action plans to enhance business outcomes.
Desired Candidate Profile
- Graduate in any discipline.
- 5 years of experience in BPO/BPM operations with significant exposure to US Healthcare processes.
- Proven experience managing both Voice and Non-Voice operations.
- Experience handling multiple accounts and large teams through Team Leaders and Assistant Managers.
- Strong people management and leadership skills.
- Comfortable working in permanent night shifts aligned to US business hours.
Key Competencies
- Leadership & Team Management
- Client Relationship Management
- Operational Excellence
- Process Improvement
- Stakeholder Management
- Performance Management
- Healthcare Domain Knowledge
- Communication & Presentation Skills
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