Process Executive

Client Operations Manager

Job Summary:

The Client Operations Manager plays a pivotal role in optimizing client engagement, ensuring adherence to service level agreements (SLAs) related to productivity, quality, and turnaround time. This position involves comprehensive oversight of operational metrics and direct interaction with clients, ultimately driving process improvements and enhancing client satisfaction.

Key Responsibilities:

• Manage clients’ SLAs around productivity, quality, and turnaround time by reviewing daily reports, call barging, and conducting note reviews.
• Ensure attendance, shift adherence, and daily productivity to meet organization objectives.
• Become the process expert and resolve complex scenarios and doubts encountered by the team.
• Interact with US clients to communicate daily progress, handle escalations, and address exception scenarios.
• Proactively identify process improvement opportunities and develop both short-term and medium-term solutions.

Requirements:

• Strong work ethic, discipline, and attention to detail.
• Excellent spoken and written communication skills.
• Ability to work during US shifts.
• US Healthcare voice background is an advantage but not mandatory.
• Strong analytical skills to read data trends and present ideas effectively.

Preferred Qualifications:

• Experience in client management or operational roles within the healthcare sector.
• Proven track record of implementing successful process improvements.
• Familiarity with data analysis tools and methodologies.
• Demonstrated ability to challenge the status quo and drive positive change.

Benefits:

• Competitive salary with performance-based bonuses.
• Comprehensive health insurance packages.
• Flexible work hours with remote work options available.
• Professional development and training opportunities.
• Employee wellness programs and initiatives.