Process Manager (Operations Services) - Pune (4+ Years)

Key Responsibilities • Lead and manage a team of Service executives, ensuring daily targets, quality benchmarks, and SLAs are consistently met. • Own end-to-end process workflows across assigned Operations and Service functions — including task allocation, escalation handling, and performance tracking. • Monitor team productivity using operational dashboards and MIS reports; identify bottlenecks and drive continuous improvement initiatives. • Conduct regular team huddles, performance reviews, and one-on-one coaching sessions to maintain high team engagement and output quality. • Collaborate with cross-functional teams including technology, client success, and quality assurance to streamline processes and reduce turnaround times. • Identify training needs and work with the L&D team to onboard and upskill team members on tools, processes, and compliance requirements. • Handle escalations, resolve process conflicts, and act as the first point of contact for operational issues within the team. • Ensure adherence to company policies, data privacy standards, and healthcare compliance guidelines across all team operations. Required Skills • 4–5 years of experience in BPO or Operations Services, with at least 2 years in a team lead or supervisory role — non-negotiable. • Proven track record of managing teams of 10+ executives in a process-driven, target-oriented environment. • Strong understanding of Operations workflows — data processing, document management, verification, or similar operations. • Excellent people management skills — ability to motivate, mentor, and hold teams accountable for results. • Proficiency in MS Excel and Google Sheets for MIS reporting, data tracking, and performance dashboards. • Strong analytical skills — ability to read operational data, identify trends, and translate insights into process improvements. • Excellent verbal and written communication skills in English — for team coordination and stakeholder reporting. • Ability to thrive in a fast-paced, target-oriented environment with shifting priorities and tight turnaround times. Good to Have • Prior exposure to healthcare operations, medical billing, credentialing, or insurance back office processes. • Familiarity with CRM or workflow management tools such as Salesforce, Zoho, Freshdesk, or similar platforms.

• Experience working in a US-process or international BPO environment.
• Six Sigma, Lean, or any process improvement certification is a plus.
• Demonstrated track record of improving team throughput, quality scores, or TAT — even from

previous roles — is highly valued over certifications.