Proc Delivery & Trans Sr. Mgr in National Capital Reg, Philippines

at Dell

Industry
ICT / Telecommunications
Specialization
Logistics and Supply Chain
Minimum Qualification
Bachelor's Degree
Required Experience
7 - 10 years
Employment Type
Full Time
Gender
Male or Female

Job Description

 Incumbents of this job shall be responsible for end to end process delivery for the account they are in charge of. They will also be responsible for stabilizing transitioned processes and defining SOPs. They will be the face of the project to the end customer. The incumbents will be responsible for developing operational and tactical plans to ensure adherence to SLAs. 

Responsibilities

· Ensures team is effectively staffed to meet client SLAs 

· Undertakes tactical/strategic planning for the process 

· Directs the efforts of others in the achievement of the strategic operational objectives of the group 

· Ensures optimal capacity utilization 

· Client interaction and Senior Management Interaction 

· Manages two or more process or vertical end to end from a process delivery and quality offering perspective 

· Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service. 

· Coordinate customer-client escalations. Manage work volume, headcount forecast, cost-revenue analysis. 

· Provides direction and guidance for administration and results for multiple departments within a function or work area. 

o Leverages the knowledge and skills of managers or teams of professionals. 

o Manages multiple teams and significant assignments. 

o Establishes budgets, operational plans and performance requirements. 

o Resolves operational issues. 

· Develops standards around which others will operate 

· Provides operational support for the activities associated with all phases of the transaction process 

· Directs the efforts of others in the achievement of the strategic and operational objectives of the group. 

· Manages the hiring, staffing and maintaining of a diverse and effective workforce. 

· Ensures the accurate and timely processing of transactions 

· Interacts with customers and internal departments to resolve issues and accurately process transactions 

· Provides front-line supervision to an operational, production, sales, service or administrative team. 

· Develops tactical plans, schedules, and key milestones. 

· Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service. 

· Improves efficiency, quality and service of ongoing work. 

· Coordinate customer-client escalations. Manage work volume, headcount forecast, cost-revenue analysis. 

· Manages two or more processes/verticals of moderate complexity or one process/vertical of high complexity

Requirements

 

  • 9-10 years of relevant experience or equivalent combination of education and work experience in managing end to end process delivery for the account
  • 8-10 years of relevant experience or equivalent combination of education and work experience in a contact center environment.
  • 6-7 years in Healthcare Revenue Cycle Management experience.
  • Excellent communication, presentation and negotiation skills are essential.
  • Ability to prioritize and manage work to critical project timelines in a fast-paced environment.
  Apply Now

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