Manager - Operations ROI

Manager - Operations ROI, oversees the operational performance and strategic direction of offshore healthcare processes, ensuring efficiency, quality, and compliance. This role involves leading teams, managing client relationships, and driving continuous improvement in a fast-paced, global environment. Manager Operations is a key leadership position that requires a blend of operational expertise, leadership skills, and a deep understanding of the healthcare industry. The role is crucial for ensuring the smooth and efficient delivery of offshore healthcare services while maintaining high standards of quality and compliance.  

Key Responsibilities: 

• Operational Oversight: Manage day-to-day operations of BPO teams, ensuring adherence to service level agreements (SLAs) and performance targets. 
• Team Leadership: Lead, mentor, and motivate BPO teams (50-100 FTEs), fostering a positive and productive work environment. 
• Client/Onshore Relationship Management: Collaborate with client/onshore managers, understand their needs, and ensure effective communication and issue resolution. 
• Performance Management: Monitor key performance indicators (KPIs), analyse data, and implement strategies to improve efficiency and quality. 
• Process Improvement: Identify areas for process improvement, develop and implement best practices, and leverage technology to optimize operations. 
• Compliance: Ensure adherence to organizational policies, procedures, and relevant healthcare regulations. 
• Resource Management: Allocate resources effectively, manage workload distribution, and optimize staffing levels. 
• Financial Management: May be involved in budget management and cost optimization efforts. 
• Strategic Planning:
Contribute to the development and execution of operational strategies to support business growth and client objectives. 
• Collaboration: Collaborate with other departments, such as IT, Operations & Development to address any technical issues or system enhancements related to the projects. 

Skills: 

• Strong leadership and team management skills.  
• Excellent communication and interpersonal skills.  
• Proven ability to manage client relationships and expectations.  
• Proficiency in data analysis and performance management.  
• Solid understanding of BPO industry practices and standards.  
• Experience in healthcare regulations and compliance is often required.  
• Experience with revenue cycle management (RCM) is highly desirable. 

Education: Bachelor's degree in any stream. 

Experience: 10+ years of experience in BPO operations, with a strong preference for experience in the healthcare sector. 

 Specific Skills for Healthcare BPO:   

• Knowledge of US healthcare regulations, including HIPAA and other relevant laws.  
• Understanding of healthcare revenue cycle management (RCM) processes. 
• Experience with payer-side operations, such as claims management, provider data, and contracting.  
• Experience with different healthcare BPO models (e.g., third-party BPO, in-house shared service centers).