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Senior Group Manager - US Healthcare Operations - REF102182B

WNS Global Services · Quezon City, NCR, Philippines

Operations ManagementSenior LevelQuick applyfull-time3 days ago

About The Role

  • Senior Group Manager – US Healthcare Operations
  • (USRN/PHRN - Preferred as Good to have)
  • Manage a team size of 100-200 and up with multiple Lines of business
  • Reporting of data and metrics to the General Manager for their respective Business Unit
  • Strong management skills, with a proven ability to motivate, lead and develop the team at a contact centre and/or Back Office
  • Can provide evidence of when and how excellent customer services was delivered
  • Works in partnership with internal and external teams to deliver focused customer strategies
  • Prepare client status reports and participate in client's reviews
  • Point of Contact to the client and manages process escalations from beginning to resolution
  • Good understanding of the operational drivers behind what drives great customer experience
  • Experienced in change management and can demonstrate improvements on the back of implementation
  • Coaching and feedback, responsibility for delivery of the defined complaints management processo Contribute for the initial hiring and selecting process of team members
  • People Management, including all HR related issues, feedback, appraisals as well as staff development
  • Motivation and Engagement, leadership of the team and developing future leaders
  • Ensure resource optimization
  • Sound operational strengths- Capacity Planning and Resource Management, Travel readiness, etc
  • Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes
  • Strong retention and Employee engagement strategies
  • Bachelor’s degree (required) + PHRN or USRN Licensed (preferred)
  • At least 15+ years of experience in BPO/operations
  •  Minimum of 10+ years’ experience on US healthcare
  •  5+ years in senior leadership roles
  • Proven track record in managing multiple accounts or large teams
  • Experience working with US healthcare clients/BPO is a must
  • Should be able to have deep understanding of the process
  • Be able to work directly with the clients

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