Manager
- Global Healthcare
- 8 - 10 years
- Hyderabad
- 9 months ago
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Job Description
The Content Operations Manager will lead a team to meet the Content Operations service goals while maintaining a high level of customer satisfaction. The manager will interact with internal stakeholders and GHX North America leadership to provide operational oversite and ensure we meet our delivery targets.
Required Skills-
- Excellent communication skills; verbal, written, and electronic.
- Ability to identify learning opportunities and self-educate where resources and opportunities are present
- Strong understanding of the Business Process operating environment and the key levers (including process excellence using Six Sigma Framework) to enhance performance metrics (KPIs SLAs)
- Operates with a sense of urgency and is an effective leader and influencer in a cross-functional team.
- Teamwork and team development focused.
- Leadership qualities and skills ((Problem-solving, decision making, planning, delegation, communication, and time management))
- Efficiency, organization, and effective time management
- Ability to build consensus and relationships among managers, customers, and employees must have the ability to exercise independent judgment and initiative
- Strong accountability and integrity due to sensitive nature of information
- Attention to detail
- Customer service/interpersonal skills
Roles Responsibilities-
- Hire, manage, build and maintain a high performing team of GHX FTEs and contractors as applicable in delivering Content Services to our customers]
- Develop, implement, and review operational policies and procedures and evaluate employee performance, set goals, and develop improvement plans
- Provide ongoing oversight and training of staff on the utilization of technology that assists in Content Services processes
- Conduct performance management and track KPIs for FTEs to ensure customer deliverables are met.
- Oversee individual contributors and conduct 1on1s to increase performance and foster open communication and collaboration
- Build and develop the team: Establish hierarchy of responsibilities and concentrations as needed, develop domain knowledge of new members
- Acts as escalation point for technical and transactional issues that occur within these service lines.
- Escalates issues to leadership and/or aide in technical resolutions as appropriate while providing follow up with required individuals to ensure successful problem ownership.
- Cross-functional and collaborative engagement with internal GHX US and offshore stakeholders for operational performance management.
- Manage staffing to address attrition and workload - Based on trends, plan capacity through timely recruitment and training for replacing resources
- Ensure knowledge management is implemented effectively using GHX corporate tools - example Confluence.
- Serves as the internal representation for voice of the customer on new or already existing products
- Effectively implements new processes or requests process evolution to drive greater efficiencies.
- Builds and maintains necessary training and resource documentation.
- Maintain operational efficiency with proactive oversight and corrections by maintaining an internal QA strategy and program, in collaboration with offshore Content team members
- Participate in training and practice of enriching medical device data for accuracy, consistency and completeness.
Education and Experience-
- Minimum 8+ years of experience in healthcare and/or operations, including at least 3 years experience in operations management managing direct reports
- Bachelor s degree, or a combination of education and related experience Qualification
- Global BPO experience, working with US clients, preferably in healthcare vertical
- Good to have Secondary Research/ Medical terminology/ Medical device knowledge
Others :
- Shift Timings: US Shifts
- Transportation - 1 way (Drop Cab Facility)
- Work mode: Work from Office
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: Full timeContact Details:
Company: Global HealthcareLocation(s): Hyderabad+ View Contact
Keyskills: BPO Supply chain Business process Staffing Healthcare Customer service Analytics Secondary research Six sigma Recruitment
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