The role of a Senior Manager Business Excellence is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.Senior Manager Business Excellence

Education: Any Graduate  or Post Graduate

Experience: 10+ Years experience in Business Excellence, BE & overall management

Roles & Responsibilities:

• Responsible for creating culture of Business Excellence across the program.
• Manage and implement Business Excellence methodology
• Working closely with Stakeholder to understand requirements and critical areas ensuring appropriate standard of Business Excellence monitoring and measurement is implemented to achieve exceptional Business Excellence
• Proactive management of identifying trends, producing root cause analysis and providing solutions
• Innovate and improve processes
• To periodically conduct reviews and track performance of QA
• To work closely with operations & training
• Awareness and usage of tools to bring about immersive learning environment
• Implement robust monitoring of internal QA and maintains an efficient performance management system
• Report and Analysis for MBR & QBR
• Excellent communication skills
• Leadership ability
• Outstanding organizational skills
• Drive team to achieve process Service Level Agreements / metrics on productivity and Business Excellence within the established timelines
• Share status reports with business leaders for review on a periodic basis.
• Ensure adherence to engagement plans for team members.
• Identify opportunity areas for improvement in Business Excellence & productivity
• Conduct performance appraisals for team members
• Follow the performance management grid & take immediate steps for any variance
• Ensure performance report (presentation/visual boards) is shared with team on a regular basis
• Ensure successful execution of the plans & strategies as laid out by management time to time.
• Engage with other processes to understand and implement best practices.
• Total Business Excellence Management

Skills:

• In-depth understanding of the healthcare industry, including the various sectors, service delivery models, payer systems, and healthcare trends.
• Comprehensive knowledge of healthcare regulations, such as HIPAA, ACA, and relevant state-specific laws, to ensure compliance and mitigate legal risks.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Ability to improve and/or transform teams processes across functions within the organization.
• Ability to understand basic data and take appropriate action.
• Ability to drive individual and team efficiency and productivity through effective and efficient metric management.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to strategically lead and develop team towards improved performance.
• Ability to delegate and manage workloads and projects across functions within the organization.
• Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
• Excellent presentation and client interaction skills.
• Thorough understanding of day-to-day Healthcare operation challenges and work around
• Detailed understanding of Healthcare (Processing level)
• Demonstrate strong organizational skills, attention to detail, good verbal, and written communication skills
• Process improvement experience

HyderabadIndia