Process Manager – Operations Services

About the Role

We are looking for a highly motivated and results-oriented Process Manager - Operations Services to lead day-to-day operations, drive process excellence, ensure adherence to service-level agreements (SLAs), and manage a high-performing team.

The role will work closely with senior leadership and cross-functional teams including Quality Assurance, Analysts, Team Leads, Technology, and Client Success to improve operational efficiency and service delivery.

Key Responsibilities

• Lead, mentor, and manage a team of Operations Executives to consistently achieve productivity, quality, and SLA targets.
• Oversee end-to-end operational processes, including task allocation, workload management, escalation handling, and performance monitoring.
• Monitor operational metrics through MIS reports and dashboards to identify trends, bottlenecks, and process-improvement opportunities.
• Conduct regular team meetings, performance reviews, feedback sessions, and one-on-one coaching.
• Collaborate with Quality Assurance, Technology, Client Success, and leadership teams to improve workflows and reduce turnaround times.
• Identify training and development needs and support initiatives to enhance team capabilities.
• Resolve operational issues and process-related escalations in a timely and effective manner.
• Ensure compliance with organizational policies, data-privacy standards, and healthcare-industry regulations.
• Drive continuous-improvement initiatives to enhance efficiency, productivity, quality, and customer satisfaction.
• Prepare and present operational reports, performance insights, and improvement plans to senior management.

Required Qualifications

• Bachelor’s degree in any discipline.
• 4-5 years of experience in BPO or Operations Services.
• Minimum 2 years of experience in a Team Lead, Supervisor, or equivalent people-management role.

Required Skills

• Proven experience managing teams of 10 or more employees in a process-driven, target-oriented environment.
• Strong understanding of operational workflows including data processing, document management, verification, or similar back-office operations.
• Excellent leadership, coaching, and people-management skills.
• Proficiency in Microsoft Excel and Google Sheets for reporting, data analysis, and dashboard management.
• Strong analytical and problem-solving skills with the ability to interpret operational data and implement improvements.
• Excellent verbal and written communication skills.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Ability to work under pressure while maintaining quality and meeting deadlines.

Preferred Qualifications

• Experience in healthcare operations, provider credentialing, medical billing, insurance back-office operations, or related domains.
• Familiarity with CRM or workflow-management tools such as Salesforce, Zoho, Freshdesk, or similar platforms.
• Experience supporting US healthcare or international BPO processes.
• Six Sigma, Lean, or other process-improvement certifications are an advantage.
• Demonstrated success in improving operational metrics such as productivity, turnaround time, quality scores, or SLA performance.

What We Are Looking For

We are looking for a proactive leader who takes ownership, drives operational excellence, and leads by example. The ideal candidate has a strong background in managing back-office operations, improving processes, and developing high-performing teams, with measurable examples of operational improvements delivered in previous roles.

Compensation

Compensation will be competitive and commensurate with the candidate’s qualifications, relevant experience, and interview performance.

Experience: 4-5 Years