The Assistant Manager – Operations ROI is responsible for managing daily operations and driving the performance of a frontline team to ensure the consistent delivery of high-quality services. This role serves as a critical liaison between management and operational staff, with a robust focus on compliance with healthcare regulations, including HIPAA, and adherence to client-specific requirements.

Key Responsibilities:
- Team Management & Leadership: Supervise, lead, and motivate a team of 30+ associates and Team Leaders. This includes managing attendance, leave approvals, and overall team dynamics.
- Performance Monitoring & Coaching: Monitor individual and team performance metrics (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Quality Assurance (QA) scores. Conduct regular coaching sessions, provide constructive feedback, and perform performance reviews to drive continuous improvement.
- Operations & Process Adherence: Oversee daily workflows, manage schedules, and ensure all team members adhere to established protocols,



client requirements, and data security standards. Ensure all healthcare regulations and disclaimers are given as per process guidelines.
- Issue Resolution & Escalation Management: Provide on-the-floor support, handle escalated customer complaints or complex issues, and ensure timely and effective resolutions.
- Training & Development: Coordinate with quality and training departments to identify knowledge gaps and implement training initiatives to enhance team members' skills and product knowledge.
- Reporting & Analytics: Generate and present daily, weekly, and monthly reports on team performance, productivity, and operational insights to senior management and clients.
- Process Improvement: Identify areas for improvement and implement strategies and process changes to enhance productivity, accuracy, and operational efficiency.

Required Qualifications and Skills
- Experience: Minimum 3

📌 Assistant Manager (Pune)
🏢 MRO Careers
📍 Pune