Operations AM Manager
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Job Location:
Monthly Salary:
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Function: Operations
Location: Ahmedabad (WFO)
Employment Type: Full-time
Designation: Assistant Manager / Manager
About the role:
We are seeking a dynamic and strategic Assistant Manager / Manager to lead our backend operations (voice and non-voice) across multiple processes. This role is pivotal in driving operational excellence leading high-performing teams ensuring SOP adoption and compliance and building scalable and efficient processes that align with MediBuddys growth and service delivery goals.
Key Responsibilities:
Team & Performance Management:
Lead mentor and manage multiple teams across voice and non-voice operations
Drive team performance by tracking key metrics such as SLA adherence AHT accuracy TAT NPS and productivity.
Set performance goals monitor KRAs and conduct regular reviews and capability assessments.
Process & Quality Governance:
Ensure 100% adherence to defined SOPs and quality frameworks across processes.
Identify process inefficiencies design workflow enhancements and implement automation or digitization opportunities.
Own the creation revision and rollout of SOPs and training material in collaboration with functional and quality teams.
Drive standardization across teams and locations through governance mechanisms and operating rhythms.
Stakeholder & Cross-Functional Collaboration:
Act as the operations POC for internal stakeholders including Product Engineering Medical Sales HR and Customer Experience teams.
Handle escalations exception cases and cross-functional problem solving with a solution-first approach.
Support integration of new processes or businesses into operations (e.g. post-M&A or new service lines).
People & Resource Planning:
Lead workforce management including forecasting capacity planning and scheduling across teams and shifts.
Drive hiring onboarding training and succession planning in partnership with HR and L&D.
Foster a performance-driven culture with high engagement and ownership.
Data & Reporting:
Build and review MIS dashboards for real-time performance visibility and decision-making.
Leverage data to run RCA and implement corrective/preventive actions for operational issues.
Present monthly/quarterly reviews with insights and recommendations to senior leadership.
Strategic & Business Support:
Contribute to the annual planning and goal-setting for the operations vertical.
Evaluate and drive vendor support models (if applicable) including cost and performance control.
Support strategic projects like workflow migrations tech adoption or regulatory compliance as needed.
Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
MediBuddy is one of the best (cashless) healthcare providers in India. At MediBuddy you can book Health check packages, online lab tests, online medicines, online doctor consultation, teleconsultation, dental consultation and many more. You can also book outpatient, inpatient, and wel ... View more
