Associate Director Operations

Job Description

Associate Director Operations

Grade: UM3

Location: Indore | Reports To: Director / Senior Director Operations

A. Solution Leadership

< >Proven experience in operational process management, change management and administrative leadership roles.In depth knowledge of diverse business functions & operations best practices.Provide additional support for achieving key performance and productivity goals.Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross-functional teams is a must.Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multi task across multiple business operations with proficiency.Prepare and conduct effective and timely weekly, monthly & Quarterly Business Reviews.Responsible for all aspects of operations which include but not limited to meeting key performance metrics, managing staffing, provide and maintain excellent customer experiences scores, ensure effective coverage and training of operations staff; deliver excellent client services, and meet desired business KPIs.Work closely with Internal controls and finance teams to develop and maintain annual budget and monthly / quarterly P&L forecasts.Drive Continuous improvements and innovations to enhance quality, CSAT.Optimizing spend for LOBs; prepare medium-term plan, annual budgets and activity plan consistent with the agreed strategies with Unit and organizational goal.Collaborate with Sales/Account Management/ Presales teams to grow the business & coordinate for customer site visits.End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients.Enhance customer experience in the clinical space through the integration of Technology, AI, and innovative tools.Consistently ensures all metrics are met and implement best practices across all clinical areas, including payer and provider domains.Establish a robust framework for Governance and Customer Communication. Manage customer escalations and create effective action plans in partnership with Operations, CRMs, and the Customer.Serve as the primary point of contact during solution design and new transitions.Drive proactive hiring, coaching, and optimization of clinical resources. 

SKILLS

< >Mandatory SkillsExceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.Proficiency with the necessary technology, including computers, software applications, phone systems, etc.Ability to improve and/or transform teams processes across functions within the organization.Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.Strong coaching and leadership skills, ability to develop and motivate employees 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.Capacity to operate in a complex, global environment with ease, fluidity, while driving, and influencing results.Strong operational and financial acumen, executive presence, and the ability to lead multiple sites.Ability to solve problems, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.Advanced customer focus and customer service skills.Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.Ability to handle reporting, financial analysis (cost-effectiveness, cost-benefit etc.) & budgeting.Experience with Client relationship management is preferred. 

< >Skill Set required 

< >Enhance customer experience in the clinical space through the integration of Technology, AI, and innovative tools. Consistently ensures all metrics are met and implement best practices across all clinical areas, including payer and provider domains Establish a robust framework for Governance and Customer Communication.Manage customer escalations and create effective action plans in partnership with Operations, CRMs, and the CustomerServe as the primary point of contact during solution design and new transitions.Drive proactive hiring, coaching, and optimization of clinical resources.

Indore, Brilliant Phase 2 - 7th floorIndia