{"id":2975247,"url":"https://alion.io/job/digirecruitx-process-manager-operations-services","title":"Process Manager – Operations Services","company":{"id":2432154,"name":"DigiRecruitx","domain":"digirecruitx.com","url":"https://alion.io/company/digirecruitx","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"WP Job Openings","truth_index":{"grade":"C","score":63,"open_postings":93,"ghost_share":0.613,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Freshdesk","optional":true}],"status":"live","first_seen_at":"2026-10-03T05:19:07Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-23T20:32:52Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":20},"description":"About the Role\nWe 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.\nThe 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.\nKey Responsibilities\nLead, mentor, and manage a team of Operations Executives to consistently achieve productivity, quality, and SLA targets.\nOversee end-to-end operational processes, including task allocation, workload management, escalation handling, and performance monitoring.\nMonitor operational metrics through MIS reports and dashboards to identify trends, bottlenecks, and process-improvement opportunities.\nConduct regular team meetings, performance reviews, feedback sessions, and one-on-one coaching.\nCollaborate with Quality Assurance, Technology, Client Success, and leadership teams to improve workflows and reduce turnaround times.\nIdentify training and development needs and support initiatives to enhance team capabilities.\nResolve operational issues and process-related escalations in a timely and effective manner.\nEnsure compliance with organizational policies, data-privacy standards, and healthcare-industry regulations.\nDrive continuous-improvement initiatives to enhance efficiency, productivity, quality, and customer satisfaction.\nPrepare and present operational reports, performance insights, and improvement plans to senior management.\nRequired Qualifications\nBachelor’s degree in any discipline.\n4-5 years of experience in BPO or Operations Services.\nMinimum 2 years of experience in a Team Lead, Supervisor, or equivalent people-management role.\nRequired Skills\nProven experience managing teams of 10 or more employees in a process-driven, target-oriented environment.\nStrong understanding of operational workflows including data processing, document management, verification, or similar back-office operations.\nExcellent leadership, coaching, and people-management skills.\nProficiency in Microsoft Excel and Google Sheets for reporting, data analysis, and dashboard management.\nStrong analytical and problem-solving skills with the ability to interpret operational data and implement improvements.\nExcellent verbal and written communication skills.\nStrong organizational skills and the ability to manage multiple priorities in a fast-paced environment.\nAbility to work under pressure while maintaining quality and meeting deadlines.\nPreferred Qualifications\nExperience in healthcare operations, provider credentialing, medical billing, insurance back-office operations, or related domains.\nFamiliarity with CRM or workflow-management tools such as Salesforce, Zoho, Freshdesk, or similar platforms.\nExperience supporting US healthcare or international BPO processes.\nSix Sigma, Lean, or other process-improvement certifications are an advantage.\nDemonstrated success in improving operational metrics such as productivity, turnaround time, quality scores, or SLA performance.\nWhat We Are Looking For\nWe are looking for a proactive leader who takes ownership, drives operational excellence, and leads by example. 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