Senior Group Manager - US Healthcare Operations - REF102182B

Senior Group Manager – US Healthcare Operations

(USRN/PHRN - Preferred as Good to have)

Manage a team size of 100-200 and up with multiple Lines of business

Reporting of data and metrics to the General Manager for their respective Business Unit

Strong management skills, with a proven ability to motivate, lead and develop the team at a contact centre and/or Back Office

Can provide evidence of when and how excellent customer services was delivered

Works in partnership with internal and external teams to deliver focused customer strategies

Prepare client status reports and participate in client's reviews

Point of Contact to the client and manages process escalations from beginning to resolution

Good understanding of the operational drivers behind what drives great customer experience

Experienced in change management and can demonstrate improvements on the back of implementation

Coaching and feedback, responsibility for delivery of the defined complaints management processo Contribute for the initial hiring and selecting process of team members

People Management, including all HR related issues, feedback, appraisals as well as staff development

Motivation and Engagement, leadership of the team and developing future leaders

Ensure resource optimization

Sound operational strengths- Capacity Planning and Resource Management, Travel readiness, etc

Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes

Strong retention and Employee engagement strategies

Bachelor’s degree (required) + PHRN or USRN Licensed (preferred)

At least 15+ years of experience in BPO/operations

 Minimum of 10+ years’ experience on US healthcare

 5+ years in senior leadership roles

Proven track record in managing multiple accounts or large teams

Experience working with US healthcare clients/BPO is a must

Should be able to have deep understanding of the process

Be able to work directly with the clients