Senior Group Manager - US Healthcare Operations - REF102182B

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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

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