- 12+ years ofoperations experience within a BPO/ Contact Centre with last fewyears managing and running theoperation.
- Experience of working in theHealthcare domain with expertise in Claims/Complaints Appeals andGrievances.
- preferred.
- Expertisein Operations, KPI Delivery & ClientManagement
- Successful track record in growingand inspiring large teams approx. 250+ HC, with proven ability toselect, attract, motivate, retain, and develop leaders and teammembers
- Successful track record of improvingperformance against quality, efficiency, and effectiveness metrics,and meeting/exceeding contractual service level performancerequirements
- Experience of managingP&L, driving performance and growingbusinesses.
- Understanding of contracts and keyBPO dynamics governing them
- Strong customerservice orientation and client managementskills
- Experience with a matrix driven globalorganization
- Proven track record of buildingstrong relationships withstakeholders
- Excellent communication,negotiation, and conflict managementskills
- Analytical acumen and the ability tostreamline complex processes
Delivery Leader Operations US Healthcare - Dubai, United Arab Emirates - Concentrix
Description
About thejob
TheRole:
We arelooking for a leader to head Service & Operations Deliverybusiness for an International Healthcare account. The incumbentwill bring extraordinary focus and expertise in designing,implementing and scaling dynamic operations and organizationfocused on customer-centricity, team growth and well- being andoperational rigor. We are looking for a dynamic people leader whounderstands the - bigger picture and can balance strategic visionand thought leadership with executionexcellence.
This is a key leadership role withP&L responsibility and will directly impact the growthtrajectory of one of the most disruptive and fastest growingbusinesses of the company.
Essential JobElements:
P&L: ManageP&L of the business operations, including the developmentand execution of the overall business strategy.
Operations: Driveoperational improvements for Backoffice operations, includingoptimizing resource allocation within and across teams, improvingoperational 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. Helpalign delivery capability to pipeline demand. Design and run scaledoperations with a data-oriented approach. Provide vision andleadership for business.
Strategy: Leadcross-functional strategic planning activities to plan budgets,expansion plans and operational plans (service design, operationscosts, hiring, etc.)
ClientSatisfaction: Ensure client satisfaction. Become'Voice of the Customer' Establish strongrelationships with clients.
Business Growth:Lead & collaborate efforts with the solutions team formarket opportunities. Support business growth by collaborating withSales & marketing across geographies.
Compliance: Ensurecompliance with all client regulatoryrequirements
Profile &Experience