perations 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.

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 the relevant 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.

- Analyze trends, identify improvement opportunities, and implement action plans to enhance business outcomes.

Desired Candidate Profile

- Graduate in any discipline.

- 8-10 years of experience in BPO/BPM operations with significant exposure to US Healthcare processes.

- Proven experience managing both Voice and Non-Voice operations.

- Experience handling multiple accounts and large teams through Team Leaders and Assistant Managers.

- Solid 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

📌 Operations Manager US Healthcare Process (Pune)
🏢 ITCube Solutions
📍 Pune