Deputy Manager Operations

Role Overview We are seeking a Deputy Manager to lead and manage production teams in our healthcare BPO operations. This role involves overseeing quality, productivity, and team performance while ensuring service level agreements and business objectives are consistently met. You will coordinate across the organization and drive continuous process improvements in a 24/7 operational environment. Key Responsibilities - Plan, develop, and manage quality and productivity of production teams while meeting SLA and performance goals - Coordinate site-wide issues with senior leadership and align with key business partners to ensure customer satisfaction - Review work results and quality reports to identify training gaps and process improvement opportunities - Manage team performance, conduct regular coaching sessions, provide feedback, and develop employee capabilities - Manage attrition, employee wellness services, and shift compliance while ensuring 365-day operations without Indian holidays - Lead conflict resolution, anticipate critical situations, and maintain collaborative relationships with internal and external stakeholders - Control expenses and increase profitability through productivity gains and process optimization Required Qualifications - Bachelor's degree with minimum 4 years of team handling experience including 2+ years as Operations Manager in BPO voice or chat process - Proficiency in MS Office with strong reporting and MIS skills - Extensive experience in client interaction and all facets of operations management - Proven expertise in people management, performance management, and client management - Strong interpersonal, communication, and relationship building skills - Familiarity with coaching methodologies and process metrics - Willingness to work night shifts from office location Why Join Us Optum offers opportunities to grow in a dynamic healthcare BPO environment with exposure to US healthcare operations. You will lead high-performing teams and contribute to improving patient pharmacy benefits services on a global scale.

- Bachelor's degree - 4+ years team handling experience - 2+ years as Operations Manager in BPO voice or chat - MS Office proficiency - Client interaction experience - Operations management expertise - People and performance management skills - Process metrics knowledge - Excellent communication and interpersonal skills - Coaching and training abilities - Night shift availability - Flexibility for role reassignment and policy changes

- Permanent full-time employment - Exposure to US healthcare industry operations - Career growth in operations management - Team leadership opportunities