Assistant Vice President, Healthcare Operations

2 weeks ago

Pasay, National Capital Region, Philippines EXL Service Philippines, Inc. Full time

Basic Function

Under the direction of the Vice President/ Sr. AVP, this role is primarily responsible for achieving short- and long-term business objectives through efficiently and effectively managing operations. This job also includes meeting profitability targets, coordinates and directs new client transitions and implements client satisfaction drivers. The role continually involves coaching, training and developing managers and supervisors; promoting client and employee retention initiatives.

Essential Functions

  • End to end management of customer and client experience and service delivery.
  • Directs contact center operational strategies through forecasting and capacity planning, increasing productivity and maintaining quality and customer service standards.
  • Maintains vendor-client partnership by aligning company and client vision with effective communication.
  • Reports and manages financials and P&L through cost and revenue leakage reduction.
  • Performs due diligence and participates in opportunity identification for process improvements utilizing established techniques/methodologies e.g. LEAN/Six Sigma
  • Analyzes data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance.
  • Facilitates smooth transition and migration of business processes.
  • Provides leadership, guidance and support to all team members in achieving goals and objectives.
  • Designs and conducts capability development training sessions for managers to support career growth and succession.
  • Any other essential function that may occur from time to time as directed by the management.

Performance parameters

  • Quality and accuracy of deliverables
  • Efficiency and effectiveness (result-orientation)
  • Training delivery
  • Adherence to internal standards
  • Interaction with the clients/ customer at an appropriate level to ensure high levels of client satisfaction.
  • Employee satisfaction, people development and morale
  • Good performance on any other function that may occur from time to time or as directed by the Supervisor.
  • Builds and maintains atmosphere where coaching, counseling, and feedback are considered essential for better performance.
  • Risk recognition, assessment, analyses, management and mitigation.
  • Robust understanding of BPO and client processes while suggesting an optimum solution for the client
  • Demonstration of in-depth knowledge and application of various methodologies in relevant situations or phases

Primary Internal Interactions

  • Frontline Staff; Assistant Managers; Lead Assistant Managers and Managers - to provide direction and guidance in meeting process objectives.
  • Sr. AVP; Vice President; Senior Vice President - to solicit support and advice to improve overall service delivery.
  • Account Management - to provide critical information needed to maintain vendor-client relation and potential business growth.
  • Finance Team – to understand the account's financial status and to forecast management of revenue and costs.
  • Technology Team – to understand the technology solution and associated timelines and cost so that the technology solution is tightly integrated with the overall solution.
  • Migrations Team – to validate implementation design, timelines, resource requirement and cost.
  • Pricing Team – to provide inputs to the pricing team, participate in pricing reviews.
  • Sales Team – to understand the opportunity in greater detail, and to understand client business drivers, concerns and needs better.
  • Marketing Team – to provide overall solution for incorporation in the overall proposal which is owned by the Marketing Team

Primary External Interactions

  • Client stakeholders – to present team performance and solutions and to seek additional information or clarifications about the process.
  • Vendors, for any material/ service availed.

Organizational Relationships

Reports To: Sr. AVP/ VP, Operations Supervises: Executives/ Sr. Executives/ AMs/LAMs/OMs/SOMs

Technical Skills

  • Good understanding on the contact center industry from a cross-functional perspective, especially operations, financials, and migrations
  • Good understanding of pricing and technology
  • Above average knowledge of MS Office applications like – PowerPoint, MS Word and MS Excel
  • Basic Skills on Minitab
  • Internet usage and email access
  • Basic knowledge in forecasting and scheduling
  • Contact center management.
  • Project management

Process Specific Skills

Knowledge of the Healthcare Insurance and Medical Services business in various industry domains

Education Requirements

  • Minimum of 4 years college education
  • Domain related training background

Work Experience Requirements

  • Total work experience should be a minimum of 7 years in the contact center operations with senior leadership background.
  • Experience in handling US Healthcare programs.

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