Senior Manager-Operations

Overview

Senior Manager-Operations at Sagility, responsible for ensuring operational performance standards for assigned accounts are met and enhanced, 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 areas such as 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 internal and external customers are provided with the highest quality service.
• Experience with client relationship management.

What you'll need

• Any graduate or postgraduate degree.
• 10+ years of call center and/or claims administration experience in an outsourced environment, responsible for multiple sites and clients.
• 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.
• Experience with client relationship management is required.
• Experience in budgeting and forecasting.

Nice to have

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

Details

• Location: Indore, Brilliant Phase 2 - 7th floor, India.