MNR Solutions
Website:
mnrsolutions.in
Job details:
The Role
We are hiring a battle-tested P&L leader to run its BPO engine — 800+ people, four verticals, one clear number: $40M in annual revenue. Based full-time in Noida, you will own delivery, clients, margin, automation, and talent. You report to the COO. Everything else reports to you.
What You Own
Revenue & P&L
▸ Deliver $40M annual BPO revenue; own margin, cost of delivery, and EBITDA contribution.
▸ Lead capacity planning, pricing decisions, and headcount ROI across all verticals.
▸ Partner with Sales on renewals, upsells, and new logo closures — be the client's first call.
Revenue Cycle Management (RCM)
▸ Own eligibility, coding, claims submission, AR follow-up, denial management, and payment posting.
▸ Drive clean claim ratios, reduce days-in-AR, cut denial rates — measured monthly against client SLAs.
▸ Ensure HIPAA/CMS compliance at all times; lead audit readiness.
Tech Support & Customer Support
▸ Govern L1–L3 tech support and omnichannel CX (voice, chat, email) for B2B and B2C clients.
▸ Hit FCR, CSAT, NPS, and AHT targets — no exceptions.
▸ Drive AI triage, chatbot deflection, and agent-assist adoption to improve cost-per-ticket.
Finance & Accounting Operations
▸ Oversee AP/AR, GL, reconciliations, month-end close support, and payroll processing.
▸ Maintain >99.5% accuracy; embed controls for SOX-readiness where applicable.
▸ Automate high-volume transactional processes — invoices, POs, expense reports.
Automation & AI
▸ Own the automation roadmap across all four verticals; prioritize by ROI, not novelty.
▸ Deploy and scale RPA (UiPath / Automation Anywhere) and AI tools in partnership with tech teams.
▸ Report FTE savings, error reduction, and throughput gains to the COO quarterly.
People & Culture
▸ Lead vertical heads, delivery managers, QA leads, and WFM — and develop the next layer below them.
▸ Keep attrition below 15%; build a Noida delivery floor people want to work on.
▸ Own workforce management: scheduling, shrinkage, headcount planning for 800+ FTEs.
Who You Are
Experience
18–25 years in BPO/GBS operations; 8+ years running large P&Ls (500+ FTEs). Proven revenue ownership — not just delivery.
Domain
Deep in at least two of: RCM, Tech Support, Customer Support, F&A. Must understand the work, not just the org chart.
Automation
Has personally driven RPA or AI deployments with measurable FTE and cost outcomes — not just sponsored them.
Client Presence
Operates comfortably at CXO level. Clients trust you. You are the face of delivery — not a backroom operator.
Education
Graduate (mandatory). MBA preferred. Certifications in PMP, Six Sigma, COPC, CRCR, or ITIL are a plus.
Availability
This is a full-time, in-office role in Noida. No hybrid. The floor needs a leader who shows up.
Click on Apply to know more.