Process Excellence | Business Excellenc Manager | Senior Manager | Bangalore | 4PM-1 AM|
Job Description:
Our client is a Healthcare BPO and is looking for a Sr. Manager/ AGM - Process Excellence (Contact Center)
Experience from BPO industry is Mandatory.
Responsibilities:
1. Primary Responsibilities:
a. Customer related:
- Keep abreast with the process of claims processing/Rework/ G&A/ Payment Integrity/International Claims/ B&E, PB, PDM & Credentialing/ WCL, Coding & Clinical/ Preregistration, etc. in the healthcare industry
- Working with Healthcare client to drive transformation of their business through RPA, Intelligent Automation, OCR, AI/ML, Analytics, Data Mining, Process Mining, workflow solution and other Tech Led solutions
b. Financials related:
- Business strategist - plan and manage high ROI projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains
- Responsible for driving transformation initiatives, among the teams aligned to them
c. People related:
- Execute transformation business case, future state and implementation road map, guiding process documentation, setting up automation teams/practice and supporting in the implementation.
- Conduct individual performance reviews and propose the required action plan
- Preferred experience in Mentoring team members through Blue Prism, Automation Anywhere, UiPath, ABBYY Flex capture, UiPath Document Understanding, Analytics Dashboards etc. platform trainings - Providing advice and guidance on best practices and Development techniques.
d. Process related:
- Metrics Management
- Data Analysis
- Value Addition
- Plan & forecast resources for optimal utilization of manpower
- Manager in crisis management and administrative work and timely escalation of issues
- Assisting training/refresher requirements for processing teams based on the error trends of individual teams
- Coordinating with the client on projects/programs related issues and updates
- Effective participation in Con. Calls pertaining to Subject and process improvements
- Addressing the technical queries raised by the team
Qualifications:
An ideal candidate should be / should have:
Knowledge:
- Team leadership skills (mandatory) including managing existing teams and growing new teams.
- Knowledge of Basis QC Tool, six sigma concepts of DMAIC (and all tools included therein)
- Experience of having done BPMS or trained on BPMS (Business Process Management System)
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