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

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, identi

📌 Operations Manager Bpo Pune
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📍 Pune