Operations Delivery Leader

Job Description for Operations Delivery Leader – AR Follow Up

Position Summary:

Operation Delivery Leaders need to meet and exceed business objectives ensuring consistent

achievement of all operational and financial KPIs. Required to manage multiple sites to deliver an

outstanding ‘Customer Experience’. Manage, inspire and motivate several Operation Managers and

other direct and indirect supervisors to ensure operational excellence, high employee engagement and

service improvement is achieved.

Key duties & Responsibilities:

• Lead implementation and maturity across Central Operations.

• Support lean operations implementation activities as needed.

• Span Control 150-250 HC

• Organize and lead ITO and BPO delivery teams across transition, implementation, and

operations.

• Manages projects from the project inception to implementation.

• Coordinates and integrates operations and technology activities with US/Product Team.

• Ensures activities, project assignments and problem resolution are coordinated.

• Clearly assigns responsibility for tasks and sets clear objectives.

• Makes process improvements and changes to the project plan as necessary.

• Participate in various application development projects as a teacher, problem solver, and

example to junior resources assigned to do the system development work.

• Lead key solution architecture decisions and direction while conveying the rationale for making

platform and technology choices in a way that enables more junior resources to develop

awareness and instincts.

• Manage the development, testing and communication of operational policies and procedures

for team.

• Collaborate with various internal constituencies to ensure successful delivery.

• Provide leadership, direction, development, and supervision to staff of customer service

professionals.

• Effectively staff an optimized team in the delivery center

• Drive employee engagement through center wide communications, team building and retention

programs/activities.

• Create a culture that embraces employee growth & development in the delivery centers.

• Report on delivery center activities through productivity, operational and dashboard reports

• Understand and maintain internal client satisfaction scores and work to improve the delivery in

the center.

• Collaborate effectively with HR, Resource Operations/Facilities, Finance, Procurement,

• Responsible for the implementation of process improvements and tool enhancements related to

customer implementations.

• Work closely with business and external stakeholders to ensure effective two-way

communications regarding collection of business requirements and communication of key

product decisions, plans, and releases.

Qualification: Graduate / Postgraduate in Any Stream

Experience: 15 years +, 2-5 years as Operation Delivery Leader/AGM/Assist. Director

Skills:

• Strategic thinking and planning skills

• Excellent analytical and communication skills

• Should be able to handle big team (HC 150-250)

• Excellent MS Office Skills

• Logical decisions as part of efficient problem-solving in their role

• Emotional intelligence

• Interpersonal Skills: learning and growth, teamwork, establishing trust, and cognitive agility.

• Ability to work with cross functional teams and be able to communicate with people at all levels.

• Must be responsible, knowledgeable, convincing, and able to adapt to change.

• Self-Driven, People person and result oriented.

• Flexible towards shift and location.

• Other duties as outlined by leadership.

• Experience in back end shared services preferred AR follow up in US Healthcare

• Experience of transitioning multiple sites, on-site/off site.

Location: Chennai

Shift Timings: 3 pm to 12 am (WFO)

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions.

Our fast-growing team has opportunities to learn and grow through rewarding interactions,

collaboration and the freedom to explore professional interests.