• Manages internal/external delivery expectations of multiple accounts including operations, onboarding, training, quality, and workforce planning.
  
  
• Meets or exceeds Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics. Responsible for team/project outcomes and deliverables on budget, on schedule, and with appropriate quality.
  
  
• Manages project financials such as cost revenue and CCI.
  
  
• Partners with Operation Managers, Operation Leads, Recruitment, HR, Capability Development, Quality, and Compliance Depts. in making decisions which impact day-to-day operations and may impact the direction of other departments.
  
  
• Oversees execution of client contract(s) and initiates the applicable change request process for any new or modified provision to the original Master Services Agreement or addendums.
  
  
• Facilitates discussions and identifies solutions to address complex business problems/issues.
  
  
• Implements business-focused solutions within time/cost constraints.
  
  
• Participates in business development opportunities and communicates to Leadership.
  
  
• Assumes responsibility in absence of direct lead or another manager.
  
  
• Initiates and promotes continuous improvement programs across sphere of influence.
  
  
• Identifies and/or oversees mitigation of Accenture and client issues and risks.
  
  
• Serves as an escalation point of contact within the team.
  
  
• Oversees effective Management Operating System (MOS) processes, including timely reviews of process outcomes [(3X3) metrics, Key Performance Indicators (KPIs), Service Level Agreements (SLA)] and improvement/change initiatives. Oversees and is accountable for accurate reporting of team performance data metrics.
  
  
• Analyzes VOC (Voice of customer) trends and customer feedback and works towards improving performance /exceeding expectations.
  
  
• Facilitates client, Accenture, or accreditation audits by directing staff and participates in audits as needed.
  
  
• Implements solution, due diligence, transition and knowledge transfer approaches for new or expanding scopes of work.
  
  
• Provides leadership, mentoring, and supervision of staff.
  
  
• Escalates known or suspected data breaches on the day of discovery to the Compliance Department and for conducting follow up investigation as needed.
  
  
• Oversees performance of Root Cause Analysis (RCA) for performance deviations and implementation of improvement plans and associate coaching as needed.
  
  
  

Skills And Qualifications

• Bachelor’s Degree
  
  
• 8-12 years of relevant BPO experience
  
  
• Strong Health domain experience required
  
  
• 5-8 years in the leadership experience with good understanding with governance, analytics, financial management, capacity planning, forecasting