Operations Manager

Role Overview

• Ensure end-to-end delivery and achievement of SLAs/KPIs (Quality, AHT, FCR, CSAT/NPS, Productivity, Attendance/Adherence, Attrition, Financials).
• Run day plans, huddles, tracking, and control checks; manage queues and staffing needs.
• Set goals for Team Leaders/AMs, drive performance management, coaching, mentoring, and succession planning.
• Handle client communication, prepare dashboards, and lead business reviews; manage escalations.
• Ensure audit readiness, regulatory adherence, process documentation, and confidentiality of data.
• Identify trends, conduct RCA, implement corrective/preventive actions, and drive improvements.
• Work closely with Training, Quality, HR, IT, Analytics, and other sites/locations for stable operations.
• Hire Right Talents, nurture, coach and make them Voice Business ready.
• Drive engagement initiatives, manage morale, and address grievances.
• Support migrations, new launches, change requests, and special projects assigned by leadership.
• Create accurate reports and maintain strong written/verbal communication discipline.
• Design scripts to meet quality parameters and coach Team members accordingly.

Requirements

• Minimum -Bachelor’s Degree in a health care or management field, required.
• Ensure end-to-end delivery and achievement of SLAs/KPIs (Quality, AHT, FCR, CSAT/NPS, Productivity, Attendance/Adherence, Attrition, Financials).
• Daily operations governance: Run day plans, huddles, tracking, and control checks; manage queues, staffing needs, and real-time performance with WFM/Planning.
• Team leadership: Set goals for Team Leaders/AMs, drive performance management, coaching, mentoring, and succession planning.
• Client management: Handle client communication, prepare dashboards, and lead weekly/monthly/quarterly business reviews; manage escalations and ensure closure with action plans.
• Quality & compliance: Ensure audit readiness, regulatory adherence, process documentation, and confidentiality of customer/member data.
• Continuous improvement: Identify trends, conduct RCA, implement corrective/preventive actions, and drive productivity/quality improvements (Lean/Six Sigma mindset helps).
• Cross-functional coordination: Work closely with Training, Quality, HR, IT, Analytics, and other sites/locations to ensure stable operations and transitions.
• Team Build: Hire Right Talents based on assessment and logical reasoning of skill based talents, Nurture, coach and make them Voice Business ready. Plan future readiness along with inhouse learning & development.
• People engagement & retention: Drive engagement initiatives, manage morale, address grievances, and reduce attrition through recognition and development.
• Project/transition management: Support migrations, new launches, change requests, digital/analytics interventions, and any special projects assigned by leadership.
• Reporting & communication: Create accurate reports, present insights clearly to leadership and clients, and maintain strong written/verbal communication discipline.
• Recognizes trends in data to plan future projects and strategies, monitors the daily operations of the utilization management business.
• Call Coach: Ability to design scripts that meets all quality parameters and coach Team members to deliver professional standards.