Senior Service Delivery Manager

Position : Senior Manager, Operations (US-Healthcare)

Location : Kolkata

THE ROLE

We are looking for an experienced leader who has a strong customer focus, ability to lead multi-functional teams and wants to grow in a fast-paced environment. The incumbent will bring extraordinary focus and expertise in and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well-being and operational rigor.

The leader serves as liaison with external clients, internal operations, and support teams to direct actions and performance, in alignment with contractual obligations. This role acts as primary point of contact for both external and internal partners. This is a key leadership role with P&L responsibility to manage the premium global healthcare clients and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

ESSENTIAL JOB ELEMENTS

P&L : Manage P&L of the business operations, including the development and execution of the overall business strategy.

Operations : Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.

Team management : Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Strategy : Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).

Client Satisfaction : Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.

Business Growth : Support business growth by collaborating with Sales & marketing across geographies.

Best practices : Develop and deploy best practices across healthcare offerings. Collaborate across domains to share and understand best practices and implement where applicable.

Innovation : Lead innovation & value add efforts between Clients and Concentrix.

Domain Capability : Strengthen domain capabilities.

Compliance : Ensure compliance with all Client regulatory requirements

PROFILE & EXPERIENCE

12+ years of operations experience within a BPO with deep industry expertise in core Healthcare domain.

Successful track record in growing and inspiring large global teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members.

Proven ability to drive performance and grow businesses.

Experience in transformation through automation projects will be a significant advantage.

Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.

Strong internal client-facing skills with excellent communication, negotiation and conflict management skills

Analytical acumen and the ability to streamline complex processes.

MBA / PG degree is preferred