Senior Manager - Operations Management

Job Summary

To serve as a member of the management of GSC own responsibility accountability of one or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage engage team leaders associates.

Responsibilities

• Process Management Improvement: Drive achieve productivity enhancements.
• Own weekly/monthly management reports highlight relevant gaps /or concerns.
• Oversee migration stabilization of new processes.
• Periodically review process regulatory requirements ensure compliance.
• Review FTE requirements, shift plans capacity planning.
• Initiate, Execute Facilitate process improvement initiatives/projects.
• Integrate domain knowledge business understanding to create superior solutions for the client.
• Must clear at least one certification a year.
• People Management: Conduct regular meetings with team leaders resolve concerns; Conduct skip level meetings with team members resolve escalations.
• Own rewards recognition schemes for assigned processes/teams.
• Oversee LD trainings for self team leaders.
• Oversee staff domain certifications; Ensure completion of process certifications by all staff (Team leads associate) within pre-defined timelines.
• Liaise with recruitment team for recruiting new team members.
• Identify facilitate movements within the division for team leads.
• Customer Service SLA Delivery: Drive on-time, accurate quality service delivery within agreed upon SLAs for assigned processes.
• Manage client relationships and escalations.
• Strategic Initiatives: Explore opportunities to move processes to the GSC satellite office; Participate in special projects/organization wide initiatives.

Qualifications

• Degree: Bachelor/Master
• Licenses/Certificates: Related industry certifications preferred
• Work Experience: Minimum six years of experience in the ITES sector
• Minimum 10 to 15 years of experience in a managerial role (Must have experience in managing a span over 30)
• Graduate from a recognized university relevant
• Relevant healthcare experience
• Prior work experience in UK Insurance domain
• Onsite transition experience

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