Job Description

1. Delivery & operations head of call centre services for Healthcare clients based out of Philippines ( Cebu or Manila)
2. This includes Provider and Member services (Call, email, and chat services).
3. Overall ~ 1500 people in India, and Philippines. But has potential to grow by 100% in next 18 months with some additional locations like US, Mexico and South Africa.

Responsibilities will include but not limited to following....

1. 1. Client engagement: Leader for all contact centre operations. Work with client engagement team and build business plan for client success and hence growth.
   2. Delivery leadership: lead delivery for all contact centre operations, meet all SLA's and client success factors.
   3. Develop leaders and people management.
   4. Focus on new and upcoming technologies and emerging trends, technology, and locations. Adopt as needed.
   5. Engage with healthcare accounts delivery leaders and help them win new Customer services work.
   6. Provide leadership to all Healthcare Philippine's operations

Do

• Quality and Service Excellence
• Ensure seamless operations of the projects
• Ensure 100% compliance to Project SLA's and all customer's reporting obligations
• Monitor and track all legal and regulatory documents are filed and monitor compliance with laws and regulations
• Monitor and track quality metrics to escalate issues/ non-compliances in a project
• Alignment of tool/ portal with the defined process and workflow to ensure implementation of the best practices through Service improvements
• Drive standardized tools/ portal alignment as per process requirements and action plans to identify and remove errors/gaps
• Perform and validate quality controls while ensuring zero non-compliance
• Examine and drive data collection and send to compliance report to quality team and customers
• Ensure timely and accurate data input/ entry in the tool/ portal wrt the project KPI's
• Maintain and monitor processes standardization and process maturity compliance with no escalations from the Customer / Delivery Leadership
• Improve process maturity and reduce incidents caused by change
• Ensure effective change process implementation reduction in change failures

• Vendor and Stock Management
  • Negotiate vendor contracts and maintain ongoing relationships with vendors
  • Develop and implement billing operations to ensure effectiveness and accuracy of billing processes for all vendor payments
  • Engage and collaborate with procurement team to procure the required infrastructure required for various projects and monitor, track and process the stock orders and inventory in tool/ portal
  • Develop warehouse operations systems by determining stock handling and storage requirements
• Resource Management & Planning
  • Perform weekly and monthly resource tagging depending on project requirements and structure in tool/ portal
  • Monitor and track expected date of release of resources and ensure proper tagging in the tool/ portal
  • following are additional & Mandatory ask:
  • At least 15 years of experience in managing multinational delivery in healthcare industry.
  • Candidate shall have experience of working with multi culture teams and
  • Ready to travel across multiple locations including clients.
  • Candidate will be responsible for new technology and new age solutions to be evaluated and recommended for engagements.

• Revenue Management
  • Cadence with finance and project teams to quarterly create and track revenue assurance plan and declaration of it in the ERP system
  • Track and monitor approved budgets, actual spend vs budget on a project and escalate the variances to the delivery leadership team
  • Interact with the finance team for reporting and data collection to create a detailed schedule based on revenue details on projects
  • Forecast and analyze revenue patterns every quarter to maximize revenue results
  • Create revenue assurance plan and declare revenue for upcoming quarter
  • Operate the areas within approved budgets, and closely monitor controllable expenses and report any variance
• Connect and Contribution to the Practice/ Account/ Project
  • Practice Weekly and monthly KPI reporting Training
  • Conduct and track Webinars and knowledge management sessions taken at practice/ account/ project level
  • Enhance individual learning by creating knowledge articles and completion of skill assessments

Deliver
NoPerformance ParameterMeasure1Quality and Service Excellence PCSAT, Zero surprise delivery escalation from the customer, adherence to project charter, timely and accurate process change management wrt tool/ portal2Vendor and Stock Management Timely vendor payments as per defined SLA's, No major escalations, variance in physical vs system stock 3Revenue Management% of completion of declaration of revenue in the portal/ tool as per the timeline

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