Senior Manager - Operations Job in Firstsource

Key Result Areas Ensure team s performance in terms of compliance with SLAs Drive continuous process improvements by initiating and delivering process improvement projects Ensure compliance of all process requirements is not less than 100% Ensure adequate staffing in the project based on forecast Ensure Productivity Improvement plan is as per the contract (min) OR Organizational norms established. Ensure Team Productivity levels are achieved as per the targets set year on year Ensure Utilization is greater than 85% or achieve the targets set by the Organisation Maintain and manage direct reportees performance scorecards Oversee process related MIS and dashboards are tracking in line with project goals Complete all mandatory training and certifications for self and team Manage employee retention and engagement (Manage attrition within a target range and ESAT scores) Contribute to Recruitment (measure through participation in screening and interviewing candidates) Responsibilities Business / Customer Ensure adherence to Quality norms and procedures Oversee the accuracy of status reports for customers (internal/external) Manage and resolve escalations and issues raised by customers and process specialists Interact with customers (internal / external) and keep stakeholders appraised of the process performance Identify and drive opportunities not limited to Cost Optimization, Process Excellence to enhance service delivery Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken Identify and drive opportunities to enhance customer experience Project/Process Support Knowledge transfer at the time of process transition from the business site. Drive team to achieve process Service Level Agreements / metrics i.e. productivity and quality targets within the established timelines Ensure compliance controls are met Ensure documented process guidelines are followed;conduct periodical reviews for process adherence Conduct ad-hoc Quality checks Review process audit findings and take corrective action Innovate ideas to error proof the process and reduce manual interventions Collaborate with training and development team to set up industry and soft skill training for the team Maintain operations rigor around daily huddles, visual management, knowledge management, cross training etc. Ensure optimum resource utilization through cross training initiatives and buffer management Interface with other departments for getting required support for the team and best practice sharing People / Team Conduct regular 1-0-1s to gauge the pulse of the team members Guide and mentor team members Groom self and team to support vertical growth Allocate/Manage work and tasks to the team Facilitate knowledge sharing within and across teams Conduct performance appraisals for team members Report to the manager on performance, status and any escalations Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues Manage attrition and absenteeism Support recruitment efforts for the team Supervision required Executes standard responsibilities fairly independently under established guidelines for self and team with regular reviews. Refers to supervisor typically for specific interventions / exceptions. TM Responsiblities Direct Reports: Process Leads, Assistant Managers and Managers Team Size: 100-150 Qualification Education: Any Graduate /Post Graduate. Knowledge of CRM tools & MS office tools is a must. Minimum Experience required: Graduate with minimum 7 years of US Healthcare RCM experience, with +36 months in a supervisory role having a span of control of at least 100-150 people. Should have experience in independently handling client calls and other communications. Additional Info While performing the essential functions of this job, the associate is required to remain in a stationary position (standing or seated), use a computer keyboard and other office equipment (i.e. printer, copy and fax machines), and view data on a computer screen for up to 95% of their work hours or shift. FLSA Status: Exempt