AddressSenior Manager or Manager - Service Delivery
JOB SUMMARY :
This position is one of the most important functions in the Healthcare system and the first point of contact for the Corporate Clients. The contact will be in person or on telephone. The individual will be responsible for Corporate Service Delivery.
JOB DUTIES :
Operations Management:
- Oversee and coordinate operational issues
- Provide guidance and direction to direct reports and innovatively manage resource allocation and capacity utilization by devising the right shift patterns
- Work with operational support departments to ensure continuous improvement in productivity, capacity utilization, efficiency and quality
- Determine and assess need for additional resources and make appropriate recruitments depending on the sales projections
- Set and continuously manage project expectations with Operational Managers
- Delegate tasks and responsibilities to appropriate personnel to ensure completion
- Plan and schedule project timelines and milestones. Track project milestones and deliverables
- Identify and manage project dependencies and critical path
- Proactively manage changes in project scope, identify potential crises, and devise contingency plans
Client Management:
- Serve as the escalation point for all client related issues and concerns
- Derive the right solution for problem customers and follow through to customer satisfaction
- Monitor and manage the performance of the client and provide guidance and direction to improve customer responsiveness and issue resolution
- Interface with clients frequently and maintain an excellent relationship with them
Reports Management:
- Manage and maintain Service Delivery Track Report and responsible for distribution of reports on a weekly/monthly basis
- Quality and on-time delivery reports
- Service issue reports
- Volume reports and analysis
- Manage and maintain demand vs. capacity reports
