Operations Manager- BPO (US Health Care Process)

Job Title: Operations Manager – US Voice Process Location: Pune, MH Shift: Permanent Night Shift (US Hours) Industry: BPM / BPO / ITeS Qualification: Graduate (Mandatory)

About the Role Our client is seeking an experienced and dynamic Operations Manager to lead multiple US Healthcare accounts across Voice and Non-Voice processes. The incumbent will be responsible for driving operational excellence, client satisfaction, people management, process adherence, and business performance while managing a team of Team Leaders and Assistant Managers.

Key Responsibilities Operations Management

Manage end-to-end operations for multiple US Healthcare accounts.

Ensure achievement of key operational metrics including productivity, quality, SLA adherence, turnaround time, and customer satisfaction.

Drive process improvements and operational efficiencies across accounts.

Monitor daily, weekly, and monthly performance indicators and implement corrective actions wherever required.

Team Leadership

Lead, mentor, and develop Team Leaders and Assistant Managers reporting into the role.

Build a high-performance culture focused on accountability, collaboration, and continuous improvement.

Conduct regular performance reviews, coaching sessions, and succession planning initiatives.

Ensure optimum staffing, resource utilization, and workforce planning.

Client & Stakeholder Management

Act as the primary point of contact for internal and external stakeholders.

Participate in client reviews and business discussions.

Ensure consistent delivery of client expectations and contractual commitments.

Quality & Compliance

Ensure compliance with healthcare industry standards, company policies, and client requirements.

Drive quality improvement initiatives and process governance.

Manage risks and ensure timely resolution of operational challenges.

Reporting & Analytics

Prepare and present operational reviews, dashboards, and performance reports.

Analyse trends, identify improvement opportunities, and implement action plans to enhance business outcomes.

Desired Candidate Profile

Graduate in any discipline.

5+ years of experience in BPO/BPM operations with significant exposure to US Healthcare processes.

Proven experience managing both Voice and Non-Voice operations.

Experience handling multiple accounts and large teams through Team Leaders and Assistant Managers.

Strong people management and leadership skills.

Excellent verbal and written communication skills.

Strong analytical, problem-solving, and decision-making abilities.

Ability to work effectively in a fast-paced, performance-driven environment.

Comfortable working in permanent night shifts aligned to US business hours.

Key Competencies

Leadership & Team Management

Client Relationship Management

Operational Excellence

Process Improvement

Stakeholder Management

Performance Management

Healthcare Domain Knowledge

Communication & Presentation Skills

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Work Location: In person