AVP/DGM - BPO Operations - Healthcare

Role : AVP- Operations (UK Healthcare BPO Operations)

Location : Vizag

Job Description:

- Manage the P&L for the UK Healthcare Operations

- Manage 200+ FTE

- Overseeing operational activities for the site.

- Responsible for the strategic planning and execution of all operations program. Provide high level management to Directors and Senior Managers to maintain a consistently high standard of program delivery and outstanding client and staff experience across all sites.

- Align staff and all other resources to most efficiently and effectively achieve programmatic objectives.

- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development. Manage and grow a portfolio for UK Healthcare BU

- Support development of program policies, rules, protocols, handbooks, and forms for all program components.

- Ensure compliance with regulatory client guidelines and standards. Take leadership role in migration to new case management database.

- Maintain a culture of performance management and continuous improvement, helping staff focus on both their individual clients as well as the site overall goals. Responsible for revenues, headcount and all client deliverables.

- Identify opportunities to streamline business processes and systems. Represent the company and actively participate in operational reviews, MBRs/QBRs.

- Maintain internal and external MIS reports.

- Manage project revenues, manpower and profitability for processes, and take necessary actions to meet required targets

- Responsible for monthly/quarterly/annual performance appraisals of employees in the vertical.

- Minimizing operation expenditure within the business. P&L management.

- Developing leadership and coaching programs to increase employee effectiveness.

- Provide strategic direction to assigned lines of businesses.

- Improve employee retention and enhance employee engagement. Perform other duties assigned.

Preferred Qualification / Work Experience:

- MBA from reputed business school

- Preferably currently managing UK Healthcare Operations for an International BPO

- Overall work experience of 18@+ years with at least 4+ years experience leadership role

- Specializing in UK Healthcare Operations or similar in a BPO / ITeS setting.

- Strong understanding of P&L, cost management and financial performance