Team lead - Operations Support

The primary purpose is to Lead Southeast team members in future. Manage all transition, work directly with QMS leaders to create and support reports for better process visibility of Patient Services team in Southeast. Resource will be leading Quality and reporting projects for process and Quality improvement. Resource would be supporting operations process and would also be involved in hiring and managing team members. Resource would also support digitization of reports from current sources using Power Query, Power BI and Tableau.

Role & responsibilities

• Manage QMS (Quality management) projects for Southeast Patient Services
• Develop reports to better data visibility and work to digitize the existing reports.
• Lead transition of new processes from US to GIC team.
• Use tools like Power query, Poer BI and Tableau to digitize existing reports.
• Directly work with QMS and region leadership teams to find opportunity for GIC.
• Lead team members directly reporting to him and ensure the delivery of day-to-day activities.
• Support leadership review processes and help in creation of review presentations.
• Work with cross functional teams for better integration of work and support.
• Should have good understanding of KPI metrics and how to drive them for business growth.
• Ability to create process documents / SOP and upkeep / update the current one.
• Good organization and follow-through skills.
• Ability to recognizes quality service issues and provides feedback to management on opportunities for improvement.
• Perform additional duties and assist with other projects upon request from management.

Preferred candidate profile

• At least 12+ years of overall experience with 5+ years as Team Lead in any BPO kind of environment
• Good experience in using MS Office suits (Excel, power point and Power query).
• Experience of using Power BI and Tableau and basic knowledge of creating query.
• Good experience and knowledge of cresting MIS reports and KPI metrics.
• Experience in transitioning of process and ensuring milestones are met.
• Experience of being a process trainer and training processes to new resources.
• Project and process management experience.
• Strong communication and interpersonal skills.
• Knowledge and experience of using Quality tools Leas and Sig Sigma.
• Experience of managing reviews and engaging with leadership team independently
• Good problem-solving skills and independent decision-making abilities.
• Ability to work in a fast-paced environment handling multiple tasks
• Work independently with little supervision.

• Atleast 5+ years of experience ein leading team.
• Initially will be leading 2 MIS resources (IN 16).