Delivery Leader Operations US Healthcare

2 weeks ago


Dubai, Dubai, United Arab Emirates Concentrix Full time

Delivery Leader Operations US Healthcare Delivery Leader Operations US HealthcareWe 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.

We are looking for a dynamic people leader who understands the - bigger picture and can balance strategic vision and thought leadership with execution excellence.

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.


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 strong 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 requirementsProfile & Experience12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation.

Experience of working in the Healthcare domain with expertise in Claims/Complaints Appeals and Grievances.preferred.
Expertise in Operations, KPI Delivery & Client ManagementSuccessful track record in growing and inspiring large teams approx.

250+ HC, with proven ability to select, attract, motivate, retain, and develop leaders and team membersSuccessful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirementsExperience of managing P&L, driving performance and growing businesses.

Understanding of contracts and key BPO dynamics governing themStrong customer service orientation and client management skillsExperience with a matrix driven global organizationProven track record of building strong relationships with stakeholdersExcellent communication, negotiation, and conflict management skillsAnalytical acumen and the ability to streamline complex processes Disclaimer:

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