Job Title: Sr. service delivery manager Job Description Job Description Summary We are looking for a leader to head Service & Operations Delivery business for an International Healthcare account. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling dynamic operations and organization focused on customer-centricity, team growth and well- being and operational rigor. We are looking for a dynamic people leader who understands the - bigger picture and can balance strategic vision and thought leadership with execution excellence. **Essential Job Elements:** **P&L:** Manage P&L of the business operations, including the development and execution of the overall business strategy. **Operations** : Drive operational improvements for Backoffice operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals. **Team management:** Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business. **Strategy:** Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.) **Client Satisfaction:** Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients. **Business Growth:** Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies. **Compliance:** Ensure compliance with all client regulatory requirements **Profile & Experience** + 12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation. + Experience of working with Healthcare domain with expertise in Claims/Complaints Appeals and Grievances. be preferred. + Expertise in Operations, KPI Delivery & Client Management + Successful track record in growing and inspiring large teams approx. 250+ HC, with proven ability to select, attract, motivate, retain, and develop leaders and team members. + Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. + Experience of managing P&L, driving performance and growing businesses. + Understanding of contracts and key BPO dynamics governing them + Strong customer service orientation and client management skills + Experience with a matrix driven global organization. + Proven track record of building strong relationships with stakeholders + Excellent communication, negotiation and conflict management skills + Analytical acumen and the ability to streamline complex processes Location: IND Vadodara - Alembic Building II BARODA Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**