Job Description
Key Responsibilities:
- Lead and drive operational reviews including deep dives on individual accounts/clients to ensure daily routines/cadence are adhered within teams.
- Establish model to proactively identify risks and early warning signals with regards to the client operational health, KPI's and Service levels
- Influence and Coach clients teams to maintain client level risk registers and action plan
- Liaison with other functional teams to create process FMEA's and standard controls top ensure no leakage/error
- Drive implementation and deployment of standard operations practices within the aligned group, including best practices, management tools, and dashboard measures
- Integrates delivery resources with Customer Service, shared services, point solutions and other functional team to provide seamless client and participant experience by eliminating repeat cases and customer effort with a focused and structured problem solving approach
- Drives adherence to identifying trends and issues via the operational dashboard measures and reviews plans to ensure we are delivering for participants and clients. Ensures team is operating with a culture to create an exceptional participant experience.
- Ensures the participant interactions are owned end to end, including resolution via shared services and other point solutions groups
- Establish audit framework to ensure Right the first time delivery. Ensure coverage across Processes, System, Tools and People. Establish feedback and close loop mechanism
- Define and deploy Health leader and PTM effectiveness programs
- Provide RCA/CAPA training and create client level experts to induce critical thinking.
Key Responsibilities:
Reviews RCAs and ensures appropriate plans are executed to prevent repeat issues. Identifies opportunities and work with team to deploy solutions
- Drive participant/client experience and delivery excellence by identifying improvement/value generating opportunities and working with other functional teams to execute
- Define and deploy communication routines with Client, and ensure adherence
- Provide consulting to client by sharing success stories with regards to delivery, process excellence, risk management, integration and customer experience
- In case of Urgent & high-risk situation, intervenes and works closely with the team to drive resolution.
Change Management:
- Plan for self and aligned group to navigate for effective implementation of change
- Effectively communicates through the change management process and reinforces behaviours toward the desired state
Stakeholder and Relationship Management:
- Develops strong working relationships with Business leaders and works closely on development and achievement of strategic objectives
- Displays strong business acumen to address escalations with business stakeholders, and facilitates an open, constructive dialogue with stakeholders on key issues and risks
- Utilizes strong oral and written communication skills to effectively communicate at multiple levels of the organization and with external partners, both technical and business aligned
Quality Management:
- Sets/ shares quality expectations and goals for the aligned business group
- Supports the continuous improvement agenda for the aligned business group
Role Complexity :
- Works on diverse issues where analysis of situations or data requires evaluation of a variety of factors
- Able to develop conclusions from analyses and apply results to the organization's business operations
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
Discretion :
- Decisions normally have impact on the functional area and on clients and/or other parts of the company
- Decisions are typically guided by functional practices, management precedents and professional standards.
Interaction:
- Networks with senior internal and external personnel in own area of expertise
- Uses knowledge to provide consultative advice and recommendations within specific functional areas
- Demonstrates flexibility - Working with global and off-shore resources may require flexible work hours
Supervision/Leadership:
- Operates independently and with initiative according to established standards and principles
- May manage, supervise or provide support, guidance and training to others
Role-specific Technical Skills and Knowledge:
Strong background in solutions (Health), project management and technology possessing the following required skills/experience:
- Ability to lead and drive operational reviews and provide status reports
- Ability to effectively manage internal and external projects plans and internal status meetings;
- Ability to train groups on delivery excellence tools/techniques like RCA, FMEA etc.
- Ability to create and run Project Management reports;
- Ability to work with functional teams and manage internal/external stakeholders
- Ability to build sustainable business network to drive positive operational outcomes
- Effective communication and influencing skills;
- Strong analytical and problem-solving skills;
- Strong coaching and feedback skills;
- Advanced knowledge of managing operations;
- Ability to drive decisions and continuous improvement using data;
- Deep knowledge of operating platform and tools
- Deep understanding of the Shared Service groups and ability to work across teams
- Ability to lead in an environment with changing and competing priorities.
- Ability to build sustainable business network to drive positive operational outcomes
- Knowledge of internal policies, tools, resources and operational best practices;
Work Experience and Eligibility:
- 5+ years of experience
- Health Welfare operational experience
- Minimum 5 years of progress delivery excellence, analytical, project management or business analysis experience
- Project management certification preferred
- Agile experience preferred
- Data analytics and quality methodologies certification preferred
- Open to work in flexible shifts as per business needs
- Lead and drive operational reviews including deep dives on individual accounts/clients to ensure daily routines/cadence are adhered within teams.
- Establish model to proactively identify risks and early warning signals with regards to the client operational health, KPI's and Service levels
- Influence and Coach clients teams to maintain client level risk registers and action plan
- Liaison with other functional teams to create process FMEA's and standard controls top ensure no leakage/error
- Drive implementation and deployment of standard operations practices within the aligned group, including best practices, management tools, and dashboard measures
- Integrates delivery resources with Customer Service, shared services, point solutions and other functional team to provide seamless client and participant experience by eliminating repeat cases and customer effort with a focused and structured problem solving approach
- Drives adherence to identifying trends and issues via the operational dashboard measures and reviews plans to ensure we are delivering for participants and clients. Ensures team is operating with a culture to create an exceptional participant experience.
- Ensures the participant interactions are owned end to end, including resolution via shared services and other point solutions groups
- Establish audit framework to ensure Right the first time delivery. Ensure coverage across Processes, System, Tools and People. Establish feedback and close loop mechanism
- Define and deploy Health leader and PTM effectiveness programs
- Provide RCA/CAPA training and create client level experts to induce critical thinking.
Key Responsibilities:
Reviews RCAs and ensures appropriate plans are executed to prevent repeat issues. Identifies opportunities and work with team to deploy solutions
- Drive participant/client experience and delivery excellence by identifying improvement/value generating opportunities and working with other functional teams to execute
- Define and deploy communication routines with Client, and ensure adherence
- Provide consulting to client by sharing success stories with regards to delivery, process excellence, risk management, integration and customer experience
- In case of Urgent & high-risk situation, intervenes and works closely with the team to drive resolution.
Change Management:
- Plan for self and aligned group to navigate for effective implementation of change
- Effectively communicates through the change management process and reinforces behaviours toward the desired state
Stakeholder and Relationship Management:
- Develops strong working relationships with Business leaders and works closely on development and achievement of strategic objectives
- Displays strong business acumen to address escalations with business stakeholders, and facilitates an open, constructive dialogue with stakeholders on key issues and risks
- Utilizes strong oral and written communication skills to effectively communicate at multiple levels of the organization and with external partners, both technical and business aligned
Quality Management:
- Sets/ shares quality expectations and goals for the aligned business group
- Supports the continuous improvement agenda for the aligned business group
Role Complexity :
- Works on diverse issues where analysis of situations or data requires evaluation of a variety of factors
- Able to develop conclusions from analyses and apply results to the organization's business operations
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
Discretion :
- Decisions normally have impact on the functional area and on clients and/or other parts of the company
- Decisions are typically guided by functional practices, management precedents and professional standards.
Interaction:
- Networks with senior internal and external personnel in own area of expertise
- Uses knowledge to provide consultative advice and recommendations within specific functional areas
- Demonstrates flexibility - Working with global and off-shore resources may require flexible work hours
Supervision/Leadership:
- Operates independently and with initiative according to established standards and principles
- May manage, supervise or provide support, guidance and training to others
Role-specific Technical Skills and Knowledge:
Strong background in solutions (Health), project management and technology possessing the following required skills/experience:
- Ability to lead and drive operational reviews and provide status reports
- Ability to effectively manage internal and external projects plans and internal status meetings;
- Ability to train groups on delivery excellence tools/techniques like RCA, FMEA etc.
- Ability to create and run Project Management reports;
- Ability to work with functional teams and manage internal/external stakeholders
- Ability to build sustainable business network to drive positive operational outcomes
- Effective communication and influencing skills;
- Strong analytical and problem-solving skills;
- Strong coaching and feedback skills;
- Advanced knowledge of managing operations;
- Ability to drive decisions and continuous improvement using data;
- Deep knowledge of operating platform and tools
- Deep understanding of the Shared Service groups and ability to work across teams
- Ability to lead in an environment with changing and competing priorities.
- Ability to build sustainable business network to drive positive operational outcomes
- Knowledge of internal policies, tools, resources and operational best practices;
Work Experience and Eligibility:
- 5+ years of experience
- Health Welfare operational experience
- Minimum 5 years of progress delivery excellence, analytical, project management or business analysis experience
- Project management certification preferred
- Agile experience preferred
- Data analytics and quality methodologies certification preferred
- Open to work in flexible shifts as per business needs
💡 Quick Summary
Seeking a career-building opportunity? The Deputy Manager | Process Excellence | BPO |5|10 yrs position is now open for candidates interested in the BPO Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.