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 LD 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
45 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.
Robust 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 fast-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
📍 Pune