Manager II - BPM

Skill Examples:

1.     Customer Focus: Focus on providing a prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.
2.     Attention to detail to ensure metrics quality and production output and reporting is accurate
3.     Team Work: Respect others and work well within the team.
4.     Analysis and Decision Making: Makes judicious and fair decisions after examining all relevant information and making clear assumptions
5.     Team Coaching and Leadership: Lead the team by example. Guide and support the team towards achievement of goals.
6.     Coaches and guides lead’s in managing outcomes and expectations well. Manage and facilitate aspirations and skill development for team.
7.     Planning skills: Translate business objectives into functional activities. Set goals and processes and organize resources to ensure that the desired results are met.
8.     Lateral thinking: Out of the box thinking to generate creative solutions to operational challenges.
9.     Ability to provide expert opinions to business issues
10.  Ability to estimate project effort based on the requirement
11.  Perform and evaluate test results against product specifications
12.  Break down complex problems into logical components
13.  Drive conference calls with customers and answer customer questions
14.  Ability to work under pressure determine dependencies risks facilitate planning and handle multiple tasks.
15.  Build confidence with customers by meeting the deliverables in time with quality.
16.  Capability to estimate and present with client
17.  Ability to contribute to ideas and innovations
18.  Manager - Operations Training Quality MIS Process Excellence
19. Leadership role with span of up to 120 FTE

Knowledge Examples:

1.     Familiar with Windows Operating Systems MS Office    Excellent English comprehension – reading writing and speaking
2.     Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
3.     Familiarity with process knowledge and guidelines
4.     Expertise in work allocation and intake functions
5.     Expertise in MS Excel
6.     Familiarity with quality control processes including pare to analysis and root cause analysis
7.     Typing speed with 15WPM and 80% accuracy Voice
8.     Typing speed with 30WPM and 95% accuracy Data
9.  Experience in managing clients who are process owners / business heads of divisions
10.  Knowledge regarding customer domain and sub domain where problem is solved
11.  Experience level – 11 to 14 years

Required Skills/Abilities: • Excellent comprehension and communication skill (verbal and written) within the organization and with clients • 10-15+ years of healthcare operations experience, out of which 10+ years in supervisory role • Must have some background in administration and preferably some experience in healthcare including but not limited to medical coding, transcription, doctor’s office, billing, account receivable on Call Center processing experience preferred • Some experience in outsourcing operations or service industry preferred • High proficiency in using MS Excel and PowerPoint • Good understanding and ability to analyze Call Center data and report, SLA, KPI, operations report and present findings in a structured way • Excellent People skill – ability to build and motivate a large operations team of up-to 100 associates • Ability to train and guide the teams thru changes in processes and operating instruction • The ability to adapt quickly to a fast-paced environment • Excellent written and oral communication skills • Ability to coach the team to reach their full potential • Ability to gel with the team well and build a self-organized and highly energetic team - Require the need to be flexible with hours worked up to and including 8am to 11pm eastern standard time, 7 days a week depending on seasonality. Overall Experience level: 10-15+ years of operation experience, out of which 10+ years in supervisory role Location: Remote or Eastern Time Zone

Skills

Healthcare,Excellent Communication,Call Center Management,People Management