The Role:

We are looking for a leader to head Service & Operations Delivery business for an International Healthcare account. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling dynamic operations and organization focused on customer-centricity, team growth and well- being and operational rigor.

This is a key leadership role with P&L; responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

Essential Job Elements:

P&L;: Manage P&L; of the business operations, including the development and execution of the overall business strategy.

Operations: Drive operational improvements for Backoffice operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.

Team management: Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Strategy: Lead cross-functional strategic planning activities to plan budgets,



expansion plans and operational plans (service design, operations costs, hiring, etc.)

Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish solid relationships with clients.

Business Growth: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.

Compliance: Ensure compliance with all client regulatory requirements

Profile & Experience

- 12+ years of operations experience within a BPO/ Contact Centre..
- Successful track record in growing and inspiring large teams approx. 500+ HC, with proven ability to select, attract, motivate, retain, and develop leaders and team members
- Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements
- Experience of managing P&L;, driving performance and growing businesses.
- Understanding of contracts and key BPO dynamics governing them
- Strong customer service orientation and client management skills
- Excellent communication, negotiation, and conflict management skills
- Analytical acumen and the ability to streamline complex processes

📌 Senior Manager, Operations (Healthcare) (Pune)
🏢 Concentrix
📍 Pune