Website:
chroconsulting.com
Job details:
Job Title: Operations Manager – US 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 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.
• 5-6 years of experience in BPO/BPM operations with significant exposure to US 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.
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