Key Responsibilities

- Lead and manage a team of Service executives, ensuring daily targets, quality benchmarks, and

SLAs are consistently met.

- Own end-to-end process workflows across assigned Operations and Service functions ,

including task allocation, escalation handling, and performance tracking.

- Monitor team productivity using operational dashboards and MIS reports; identify bottlenecks

and drive continuous improvement initiatives.

- Conduct regular team huddles, performance reviews, and one-on-one coaching sessions to

maintain high team engagement and output quality.

- Collaborate with cross-functional teams including technology, client success, and quality

assurance to streamline processes and reduce turnaround times.

- Identify training needs and work with the L&D; team to onboard and upskill team members on

tools, processes, and compliance requirements.

- Handle escalations, resolve process conflicts, and act as the first point of contact for operational

issues within the team.

- Ensure adherence to company policies, data privacy standards, and healthcare compliance

guidelines across all team operations.
Required Skills

- 4–5 years of experience in BPO or Operations Services, with at least 2 years in a team lead or

supervisory role , non-negotiable.

- Proven track record of managing teams of 10+ executives in a process-driven,



target-oriented

environment.

- Strong understanding of Operations workflows , data processing, document management,

verification, or similar operations.

- Excellent people management skills , ability to motivate, mentor, and hold teams accountable

for results.

- Proficiency in MS Excel and Google Sheets for MIS reporting, data tracking, and performance

dashboards.

- Strong analytical skills , ability to read operational data, identify trends, and translate insights

into process improvements.

- Excellent verbal and written communication skills in English , for team coordination and

stakeholder reporting.

- Ability to thrive in a rapid-paced, target-oriented environment with shifting priorities and tight

turnaround times.
Good to Have

- Prior exposure to healthcare operations, medical billing, credentialing, or insurance back office

processes.

- Familiarity with CRM or workflow management tools such as Salesforce, Zoho, Freshdesk, or

similar platforms.

- Experience working in a US-process or international BPO environment.
- Six Sigma, Lean, or any process improvement certification is a plus.
- Demonstrated track record of improving team throughput, quality scores, or TAT , even from

previous roles , is highly valued over certifications.

📌 Process Manager (Operations Services) - Pune (4+ Years)
🏢 Informica Solutions
📍 India