Senior Manager-Operations

Overview

Senior Manager Operations role at Sagility, responsible for ensuring operational performance standards are met and enhanced for assigned accounts, contributing to client satisfaction, retention and account profitability.

What you'll do

• Review and manage the balanced scorecard and key performance indicators, focusing on long-term objectives to ensure client and organization goals are continually met.
• Develop long-term plans to enhance program performance, including force management, training, quality, staffing and/or program initiatives.
• Lead cross-functional activities and communication to further partnership between the organization and assigned clients.
• Examine financial data and use it to improve profitability.
• Manage budget and forecast.
• Familiarize with HIPAA regulations.
• Lead internal reviews and track operations metrics, focusing on improving metrics.
• Use a systematic approach to identify improvement opportunities, perform root-cause analysis, recommend solutions and implement process improvements in accordance with client/company policies and practices.
• Lead, provide professional development to, and evaluate direct reports.
• Prepare, deliver and facilitate client and internal business presentations and meetings.
• Promote teamwork and cooperative effort.
• Help train and provide guidance to other employees within the organization.
• Ensure both internal and external customers are provided with the highest quality service.

What you'll need

• Any Graduate or Postgraduate degree.
• 10+ years of call center and/or RCM-AP/AR (non-voice) experience in an outsource environment, responsible for multiple sites and clients.
• Healthcare experience.
• Experience with client relationship management.
• Experience in budgeting and forecasting.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Ability to improve and/or transform team processes across functions within the organization.
• Ability to drive individual, team and department efficiency and productivity through effective and efficient metric management.
• Strong coaching and leadership skills, with the ability to develop and motivate employees towards improved performance.

Nice to have

• US healthcare experience.
• Budget management.
• Team management.

Details

• Location: Hyderabad, India.