Wipro | Sr. Delivery Manager (US healthcare) | kolkata
Detalhes do emprego
Overall 12+ years of Healthcare experience with 8+ year of Account Handling experience (Leadership role) in a Back Office or Shared Services EnvironmentExp in managing payor Ops (Provider and Member services)Must have experience in managing a large team 500 to 1000 FTE's, multi-channel support ( Non Voice)Understanding of evolving tech in BPM like AI and Gen AI implementationExperience in driving Value added Transformation projects focused on NPS, CSAT Skills Required Works independently, demonstrates initiative and innovative thinking, clear and concise communication skills.Managing account P&L & Supports the learning environment.Ability to work on Outcome based metrics.Ability to plan and strategize to meet daily/weekly/monthly goals.Understanding of New Age. TechnologiesRoles and Responsibilities Responsible for maintaining accounts Gross Margins, cost, people management, SLA reporting and driving continuous improvement initiatives and enhancing process efficiency.Closely monitoring revenue and ensure no revenue leakage.Ability to teach/coach mid management to improve performance.Ability to introduce innovative ideas of process improvement.Production planning & control, process monitoring, assignment & review of workload.Analyzing SLA parameters with team performance and planning continuous improvement in performance, process optimization, adherence to reporting schedules and maintaining all necessary process documentation as per the process protocolEnsuring deliverables as per client expectations are met with highest satisfaction.Oversees the hiring, on-boarding and training of new hires.Monitor and manage workflow or daily targets to assure timely delivery of agreed SLAsPlanning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround TimeMotivating employees by introducing various beneficiaries & growth opportunity.Managing operational issues keeping client expectations on highest priorityIdentify training gaps and work with support team to develop effective plan. AGG
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