WNS Global Services

Job Description

Operational LeadershipLead day-to-day operations for healthcare accounts, ensuring consistent delivery against service level agreements (SLAs).Develop and implement operational strategies that align with client goals and organizational objectives.Optimize processes to improve efficiency, reduce costs, and maintain high-quality standards.

Client ManagementAct as the primary point of contact for healthcare clients, managing relationships, expectations, and escalations.Conduct regular performance reviews with clients to discuss metrics, address concerns, and implement feedback.Collaborate with clients to identify new opportunities for process improvements and additional services.

Team Development and LeadershipManage a large team, including supervisors, managers, and front-line staff, to ensure effective service delivery.Mentor, coach, and develop team members to enhance performance and foster career growth.Build a culture of accountability, engagement, and high performance within the team.

Quality Assurance and ComplianceEnsure all healthcare processes comply with regulatory standards (e.g., HIPAA, CMS guidelines) and internal policies.Implement quality assurance measures to monitor performance and identify improvement areas.Lead internal audits and ensure timely resolution of non-compliance issues.

Financial ManagementManage the budget for healthcare operations, balancing client requirements with cost efficiency.Monitor operational costs and implement cost-control measures without compromising quality.Prepare and present regular financial and operational reports to senior management.

Experience: 18+ years of experience in healthcare operations, with at least 5 years in a senior management role. Prior experience in BPO or outsourcing is advantageous.