Team Lead-Operations

Team Lead-OperationsHyderabadPermanent Role

Primary Responsibility

Essential Functions

• Overall responsibility of QMC
• Monitor team performance and devise a plan to improve (if required)
• The person will have approx. 2-4 direct reports & will manage a team size of approx.15-40 employees
• Assign staff duties and manage roster based on the trend analysis/footfall trend in each of the QMC
• Overall administrative and people management responsibility
• To ensure highest level of service standards & service quality are met during day to day operations at center
• To ensure optimal utilization of resources
• Monitor Security related issues
• Training/ Mentoring the team and implementation of new processes, while working closely based on
• Instructions from the Center Manager and the Country Manager
• Ensuring compliance to prescribed systems as per the defined SLAs
• To work with the Value-Added Services team in order to support maximum returns through optimum operational efficiency
• Coordination with Mission, Operational updates/ Memos from Mission
• Website updates (All languages)
• Managing escalations for the center and provide effective resolutions
• Suggest/monitor software changes to be implemented as per business requirements
• MIS (Daily Report, Handling OT data, Incentive data), Monthly Business Reviews
• Ensuring Manpower staffing at each of the departments at any given say
• Ensuring compliance and timely updating of all regulatory approvals of the center
• Work closely with the HR team to highlight performance and training need
• Responsibility for cash handover to accounts at the end of each day (as applicable)
• Coordination with the Accounts Department (Refunds, Escalations, Reconciliations, etc.)
  

Value Added Sales Specific

• Responsible for achieving business targets as agreed.
• Analyzing and interpreting trends to facilitate planning
• Using IT system to record relevant figures, for data analysis and forward planning
• Updating colleagues on business performance, new initiatives, and other pertinent issues
• Managing the sales floor and initiating changes as required
• Incentive reports
  

Performance Metrics

• Achievement of operational targets
• The smooth running of QMC operations at the center with minimal escalations
• Customer Satisfaction
• Team Satisfaction
• Adherence to SOPs
• Website/ System
  

Qualifications, Experience And Education Requirements

• A graduate in any field with 5-7 years’ experience in a healthcare environment
• Proficient in use of computers – MS Office
• 2-3 years in a supervisory role within Healthcare Operations
• Demonstrated Process Knowledge
  

Mandatory Skills

• Effective Communication Skills
• Familiarity with customized software
• Balanced personality
• Ability to make decisions under pressure
• Relationship management
• Leadership in a multi-cultural/global organization at a supervisory level
• Self-motivated
• Leading and Developing the team
• Result Oriented
• Analytical skills
• Team management
  

Preferred Skills

• Communication – Location/Regional language skills