Assistant Vice President, Healthcare Operations
Genpact
- Jaipur, Rajasthan
- Permanent
- Full-time
This role is responsible for the execution of the assigned line of business, ensuring all the delivery operations meet customer and organizational needs. This position provides leadership and management to assigned Healthcare client's staff and actively gives operational targets as well as business decisions and will have a tactical approach to Customer Care, People Management, Quality Management, Workplace Planning, Mentoring, Development and Training.Responsibilities
- Lead delivery of assigned Operations team to achieve/exceed P&L expectations.
- Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.
- Lead knowledge design, implementation & support for complex domain. Monitor & review solution implementation process in a reciprocal manner.
- Bring industry knowledge, extraordinary consulting capabilities, innovation, and groundbreaking technology to our clients for their healthcare operations
- Collaborate for new deal process including solutioning, pricing, due diligence, transition, and stabilization.
- Be responsible for the way in implementing new technologies in operations and display executive presence.
- Be a senior partner concern point for resolving customer & internal issues.
- Maintain & grow excellent customer relations – focus on improving NPS.
- Partner with the client, operations, digital and analytics team to define and deliver our key projects
Minimum Qualifications
- Graduate from a reputable university.
- Prior Experience in contact center operations, healthcare domain / industry
- Ability to engage senior client management on offerings, emerging issues in focus sectors, lead project scope discussions and provide insightful recommendations
- Experience demonstrating Digital and Analytics to drive the service line
- Possesses excellent social communications, team building and leadership skills with the ability to communicate Genpact’ s vision and motivate others to share the passion and culture
- Outstanding negotiation, interpersonal, verbal, and written communication skills.
- Measurable experience in leading and growing profitable voice contact center operations and BPO services.
- Subject matter authority contacts center operations in various industries, such as banking, insurance, healthcare, technology, retail etc.
- Demonstrate working knowledge of lean six sigma framework to drive continuous performance improvement.
- Analytical problem-solving skills with an outstanding attention to detail.