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Wipro · 2 days ago
Engagement/Program Leader
Atlanta, GA
Full-time
Onsite
Director
18+ years exp
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Responsibilities
Responsible for maintaining accounts gross margins, cost, people management, SLA reporting and driving continuous improvement initiatives and enhancing process efficiency.
Closely monitoring revenue and ensure no revenue leakage and penalties.
Good exp in contract negotiations and compliance management of existing contracts
Ability to teach/coach mid management to improve performance.
Ability to introduce innovative ideas of process improvement.
Production planning & control, process monitoring, assignment & review of workload.
Analyzing SLA parameters with team performance and planning continuous improvement in performance, process optimization, adherence to reporting schedules and maintaining all necessary process documentation as per the process protocol
Ensuring deliverables as per client expectations are met with highest satisfaction.
Oversees the hiring, on-boarding and training of new hires specially for large ramps
Monitor and manage workflow or daily targets to assure timely delivery of agreed SLAs
Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time
Motivating employees by introducing various beneficiaries & growth opportunity.
Managing operational issues keeping client expectations on highest priority
Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.
Ensure periodic reporting and dashboards on the performance and the growth plans.
Quarterly business review meeting with the client & Stakeholders and ensures the resolution of all issues to the satisfaction of the clients.
Qualification
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Required
Overall 18 plus years of Healthcare payor operations experience (Contact center Ops with 12+ year of large account handling experience (Leadership role) in a global delivery model set up
Exp in managing payor contact center operations (All channels: Voice/Email and Chat)
Must have experience in managing a large team 1500 to 3000 FTE’s global operations
Expertise in multiple contact center platforms and good exp in farming existing accounts for rev growth and involved in new customer acquisition process
Understanding of evolving tech in healthcare BPO operations like AI and Gen AI implementation. Self-servicing options with exposure to contact center platforms like Genesys, Salesforce, Avaya, Nice etc
Experience in driving transformation projects focused on margin improvement, rev growth, people centric growth initiatives
Experience in driving contact center transformation projects focused on NPS, CSAT and FCR
Graduate. Post graduate degree preferable
Works independently, demonstrates initiative and innovative thinking, clear and concise communication skills
Ownership of account P&L. Has to have exp of building account strategic plan demonstrating growth and transformation
Ability to work on Outcome based metrics
Ability to plan and strategize to meet qtr. on qtr. revenue and margin goals
Understanding of other health care operations like clinical services, claims ops, provider data ops and appeals management will be added advantage
Excellent communication skills, presentable personality and very good understanding of multi-cultural work environment
Company
Wipro
Wipro is a technology services and consulting company focused on building solutions that address clients’ digital transformation needs.
10,001+ employees
H1B Sponsorship
Wipro has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (2522)
2022 (2254)
2021 (3111)
2020 (2299)
Funding
Current Stage
Public CompanyTotal Funding
$1.14BKey Investors
Societe GeneraleElliott Investment ManagementMAPE Advisory Group
2022-11-22Post Ipo Secondary· $31.65M
2018-03-01Post Ipo Equity· $1.1B
2007-09-01Post Ipo Equity· Undisclosed
Leadership Team
Srini Pallia
CEO and Managing Director
Vinay Firake
CEO
Recent News
Business Standard India
2024-06-04
2024-06-04
Company data provided by crunchbase
