Job Title: Operations Manager – US Voice Process
Location: Pune, MH
Shift: Permanent Night Shift (US Hours)
Industry: BPM / BPO / ITeS

About the Role
Our client is seeking an experienced and agile Operations Manager to lead multiple US Healthcare accounts across Voice and Non-Voice processes. The incumbent will be responsible for driving operational excellence, client satisfaction, people management, process adherence, and business performance while managing a team of Team Leaders and Assistant Managers.

Key Responsibilities
Operations Management

- Manage end-to-end operations for multiple US Healthcare accounts.
- Ensure achievement of key operational metrics including productivity, quality, SLA adherence, turnaround time, and customer satisfaction.
- Drive process improvements and operational efficiencies across accounts.
- Monitor daily, weekly, and monthly performance indicators and implement corrective actions wherever required.

Team Leadership

- Lead, mentor, and develop Team Leaders and Assistant Managers reporting into the role.
- Build a high-performance culture focused on accountability, collaboration, and continuous improvement.
- Conduct regular performance reviews, coaching sessions, and succession planning initiatives.
- Ensure optimum staffing, resource utilization, and workforce planning.

Client & Stakeholder Management

- Act as the primary point of contact for internal and external stakeholders.
- Participate in client reviews and business discussions.
- Ensure consistent delivery of client expectations and contractual commitments.

Quality & Compliance

- Ensure compliance with healthcare industry standards,



company policies, and client requirements.
- Drive quality improvement initiatives and process governance.
- Manage risks and ensure timely resolution of operational challenges.

Reporting & Analytics

- Prepare and present operational reviews, dashboards, and performance reports.
- Analyse trends, identify improvement opportunities, and implement action plans to enhance business outcomes.

Desired Candidate Profile

- Graduate in any discipline.
- 5+ years of experience in BPO operations management with significant exposure to US processes.
- Proven experience managing both Voice and Non-Voice operations.
- Experience handling multiple accounts and large teams through Team Leaders and Assistant Managers.
- Strong people management and leadership skills.
- Excellent verbal and written communication skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Ability to work effectively in a fast-paced, performance-driven environment.
- Comfortable working in permanent night shifts aligned to US business hours.

Key Competencies

- Leadership & Team Management
- Client Relationship Management
- Operational Excellence
- Process Improvement
- Stakeholder Management
- Performance Management
- Healthcare Domain Knowledge
- Communication & Presentation Skills

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Pay: ₹95,000.00 - ₹100,000.00 per month

Work Location: In person

📌 Operations Manager - BPO (US Process) (Pune)
🏢 CHRO Consulting
📍 Pune