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 MediBuddy's 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.
