Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.Inviting applications for the role of Vice President, Healthcare Operations
The Senior Operations Leader is responsible for the execution of all assigned operations, ensuring all the delivery centers meet customer and organizational needs. This position provides leadership and management to healthcare client's staff and actively gives to operational targets as well as business decisions. And will have a tactical approach to Customer Care, People Management, Quality Management, Workplace Planning, Mentoring, Development and Training.
Responsibilities

• Collaborate with senior management as it relates to business growth, strategy, and operational planning.
• Take a lead and work with digital teams to introduce breakthrough technology solutions (Eg: RPA) into existing operations.
• Lead delivery of operations to achieve/exceed P&L expectations.
• Ability to lead large teams across multiple locations & be able to assimilate & encourage cultural diversity.
• Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.
• Lead knowledge design, implementation & support for complex domain. Monitor & review solution implementation process in a reciprocal manner.
• Collaborate for new deal process including solutioning, pricing, due diligence, transition, and stabilization.
• Be responsible for the way in implementing new technologies in operations and display executive presence.
• Be a senior partner concern point for resolving customer & internal issues.
• Maintain & grow excellent customer relations - focus on improving NPS.

Qualifications we seek in you!
Minimum Qualifications

• Graduate from reputed University.
• Prior Experience in contact center operations, healthcare domain / industry
• Ability to engage senior client management on offerings, emerging issues in focus sectors, lead project scope discussions and provide insightful recommendations
• Experience demonstrating Digital and Analytics to drive the service line
• Process transformation experience
• Experience of leading a span of min of 500+

Preferred qualifications / Skills

• Outstanding negotiation, interpersonal, verbal, and written communication skills.
• Measurable experience in leading and growing profitable voice contact center operations and BPO services.
• Subject matter authority contacts center operations in various industries, such as banking, insurance, healthcare, technology, retail etc.
• Demonstrate working knowledge of lean six sigma framework to drive continuous performance improvement.
• Analytical problem-solving skills with an outstanding attention to detail.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,\' paying to apply, or purchasing equipment or training.

Genpact