This position is responsible for overall P&L / EBITDA / Customer Satisfaction / Leadership & motivating the operations team with accountability for service delivery and customer interaction to ensure seamless delivery.

Responsibility Areas

• Financial responsibility for each customer account assigned to the LOB & Ensures Financial Success.
• Manage high Customer Satisfaction Level
• Improve Accounts/Teams Performance
• Motivate team to achieve desired Quality and Production targets
• Conduct performance appraisals for Assistant Director, Director, Delivery Managers, Assistant Delivery Managers, Group Leaders and assist with appraisals
• Responsible for attendance and shrinkage control across client team
• Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures
• Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes Transition Management
• Participate in and contribute to client conference calls, management meetings and department meetings
• To liaison with other areas of the company affecting successful operations
• Maintain the efficiency level
• Measures target achievements, skills at man-management, P&L / EBITDA / Customer Satisfaction / Leadership
• Responsible for the overall adherence of Operational SLAs.
• Ensure that the team’s adherence to QMS and ISMS standards.

Desired profile

• Possess sound knowledge of all the process.
• Min of 20 Yrs of Professional and Relevant Experience & 10 Yrs of People Management & Project Management Experience.
• Experience in Multispeciality coding from Facility / Hospital side preferably.
• Work through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations Account management and Client relationship management.
• Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.
• Should Identify training needs and arrange for training, re-training and cross training, as required Assistant Delivery Managers ADM and GL to implement corrective action as required
• Conducts a monthly business review meeting with the client and ensures the resolution of all issues to the satisfaction of the clients
• Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context
• Should be capable in forecasting the P&L (Location & Client Wise).