General Manager- Operations

First Call H Resource P. Ltd
  • Pune
  • 40-45 lakh
  • 14-24 years
  • Views
  • 17 Jan 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Full time MBA with at least 14 years of experience in areas related to the Job Description
Preferred: Good understanding of BPO Healthcare Operations from 3rd party and in-house Shared Service center perspective. Should have managed a large Healthcare client relationship with responsibilities including Operations, Service Delivery, SLA Management, Governance, Client Management, and Engagement P&L.

Areas of Responsibility
Prepare the annual budget aligned with corporate / divisional objectives for the engagement, coordinate with the account manager for the account plan (New areas of growth) in order to achieve the business objective of the engagement

Handle all facets of operation, HR, Hiring, Finance, Facilities, and Technology Infrastructure etc.
Work closely with sales and Account Management team to increase revenue
Maintain and build contacts with stakeholders supporting the client on Technology.
Ability to speak at different forums at the client side and ability to address large crowds internally as well as client senior folks.
Sign off on the training /certification methodology at the engagement level in order to ensure right skilling on engagement.
Co-ordinate resource deployment across all processes for the engagement(Team Size, Span, Shift Utilization, Skill sets, technology rollout) in order to ensure budget & pricing assumptions compliance
Identify training needs for operation managers and signs off on the engagement training plan in order to ensure competency development across domain, operations and behavioral
Prepare internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationship health
Sign off on the service quality plan including the quality control, assurance and improvement in order to create a comprehensive quality program for the engagement
Create the scorecard for the engagement and ensure flow down for the team, in order to align the team with the engagement objectives


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First Call H Resource P. Ltd