Roles & Responsibilities: -

OperationalGovernance & Reporting: -

• Oversee operations for the assigned line of business, acting as a proficientliaison between

internal and external stakeholders.

• Analyze and address performance trendsthrough dashboards, implementing proactive

measures to ensure competitive operations governance aligned with contracted SLAs.

• Periodically review and reportline of business metrics to senior leadership, providing insights

into performance improvement areas.

• Identify and manage operational risks, implementing effective controlsin collaboration with

support departments.

• Strategically allocate responsibilities within the business unit, aligning them with evolving

business and stakeholder requirements.

• Conductregular talent and skill matrix reviews, governing recruitment and onboarding of

operations staff with a focus on skill-based alignment.

Problem Analysis and Resolution: -

• Train operational managers on identifying and addressing core challenges, fostering a

solution-oriented approach.

• Identify opportunitiesfor processimprovement, coordinating and implementing various

transformation methodologies

Stakeholder Management, Client Relationship: -

• Lead stakeholder engagements, ensuring effective client communication through available

channels to maintain positive customer sentiment.

• Interpret organization, business, and clientrequirements with an agile approach.

• Provide scheduled and ad-hoc governance and financial reporting.

Business Focus, SLA & Compliance: -





• Monitor performance SLAs, preventincentive and revenue loss, and identify areasfor

operational expansion within line of businesses.

• Ensure adherence to ISO/PCI compliance controls, meeting auditrequirements, and

implementing effective controls on identified alerts.

Employee Centricity:

• Motivate teams, fostering a culture of continuous learning and skillset enhancement.

• Conductscheduled and ad-hoc connects with teams and managers, identifying needs and

opportunities for proactive action.

• Foster the development of line of businesses by providing timely and constructive feedback,

effective counselling, and timely rewards and recognition.

P&L; Ownership:

• Responsible for overall Profit & Loss management, ensuring revenue growth, cost control, and operational efficiency.

Requirements

Successful Candidate must have: -

• Over 10 years of robust operations management experience in BPO/ITES.

• Previous experience leading a large operations unit/line of business in a dynamic

setting.

• Strong planning skills with the ability to interpret, analyze, and present data effectively.

• In-depth knowledge of performance metrics and stakeholder management.

• Experience in Client SLA management and adherence, representing business/delivery for

transformation projects.

• Creative and strategic thinker with the ability to foster similar attributes within the team.

• Willingness to work in a 24x7 operations environment, with knowledge of Lean and Six Sigma

principles

📌 Associate Director-Medical Record Retrieval (Indore)
🏢 Recognized
📍 Indore