Position Profile | Assistant Manager – Operations

Required Skill Set:

• Possesses good knowledge of quality standards and process deliverables to deliver client SLAs – productivity, turn-around-time, yield, accuracy and meet set objectives.
• Engage in improving processes through reengineering, system checks, process automation
• Well versed with Preparation of flow charts, process documents, operational reports etc
• Interact with client on transactional issues and transitions.
• Handle Client Queries on a regular basis.
• Review and report daily key operational variables.
• Train, mentor, and coach team members to help climb them the learning curve
• Develop back up and contingency plans.
• Act as a change agent and provide implementation assistance as and when the need arises.
• Provide subject matter expertise on processes.
• Update Service Delivery Leader on process performance and critical people issues.
• Identify potential people issues amongst the team & resolve the same on a proactive basis.
• Provide process problem resolution assistance to teams via calendarised one on one’s and coaching sessions.
• Assess performance of Team Members and conduct performance appraisals.
• Provide coaching and feedback to team members.
• Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Assess training needs, provide training opportunities and train new hires and existing staff.
• Cross train Team Members.
• Appropriately use Rewards & Recognition to energize to motivate Team Members.
• Handle all logistics related issues: roster management, shift rotations.
• Liaise with support functions – IT, Admin, Transport, Finance, HR to solve any relevant issues.
• Leave planning, Managing Compensatory Offs, Unscheduled Leave.
• Manage attrition levels in line with center/department targets.
• Initiating Disciplinary procedure in conjunction with HR and Reporting manager.
• Provide the right leadership to the team and strengthen Accretive culture and values.
• Compliance with the policies and statutory audits (HIPPA, ISO etc.) requirements.

Desirable:

• Excellent written and verbal communication and presentation skills.
• Graduates, Candidates from reputed institution/with brilliant academic background would be preferred.
• Should have been in a team leading role for a minimum of 5+ years.
• Should have managed at least 5 full cycle of performance appraisals.
• Strong analytical, quantitative, qualitative and critical thinking skills.
• Should be willing to work in different shifts, including the night shifts (US Timings).
• BPO/KPO (Healthcare) Process Management Experience is a must.
• Extensive knowledge on Healthcare - Account Receivables/Revenue Cycle Management (Billing, Claims Processing, Payment Posting, ‘follow up, charge posting, credentialing, coding etc.)
• Indicated compensation: 04-05.50 LPA CTC.

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