Manager - Content Operations

Role Summary

The Content Operations Manager will lead a team to meet the Content Operations service goals while maintaining a high level of customer satisfaction. The manager will interact with internal stakeholders and GHX North America leadership to provide operational oversite and ensure we meet our delivery targets. 

Required Skills- 

• Excellent communication skills; verbal, written, and electronic. 
• Ability to identify learning opportunities and self-educate where resources and opportunities are present 
• Strong understanding of the Business Process operating environment and the key levers (including process excellence using Six Sigma Framework) to enhance performance metrics (KPIs & SLAs)  
• Operates with a sense of urgency and is an effective leader and influencer in a cross-functional team. 
• Teamwork and team development focused. 
• Leadership qualities and skills ((Problem-solving, decision making, planning, delegation, communication, and time management)) 
• Efficiency, organization, and effective time management 
• Ability to build consensus and relationships among managers, customers, and employees must have the ability to exercise independent judgment and initiative 
• Strong accountability and integrity due to sensitive nature of information 
• Attention to detail 
• Customer service/interpersonal skills 

Roles & Responsibilities- 

• Hire, manage, build and maintain a high performing team of GHX FTEs and contractors as applicable in delivering Content Services to our customers] 
• Develop, implement, and review operational policies and procedures and evaluate employee performance, set goals, and develop improvement plans 
• Provide ongoing oversight and training of staff on the utilization of technology that assists in Content Services processes 
• Conduct performance management and track KPIs for FTEs to ensure customer deliverables are met. 
• Oversee individual contributors and conduct 1on1s to increase performance and foster open communication and collaboration 
• Build and develop the team: Establish hierarchy of responsibilities and concentrations as needed, develop domain knowledge of new members  
• Acts as escalation point for technical and transactional issues that occur within these service lines. 
• Escalates issues to leadership and/or aide in technical resolutions as appropriate while providing follow up with required individuals to ensure successful problem ownership. 
• Cross-functional and collaborative engagement with internal GHX US and offshore stakeholders for operational performance management. 
• Manage staffing to address attrition and workload - Based on trends, plan capacity through timely recruitment and training for replacing resources 
• Ensure knowledge management is implemented effectively using GHX corporate tools – example Confluence. 
• Serves as the internal representation for voice of the customer on new or already existing products 
• Effectively implements new processes or requests process evolution to drive greater efficiencies.
• Builds and maintains necessary training and resource documentation.  
• Maintain operational efficiency with proactive oversight and corrections by maintaining an internal QA strategy and program, in collaboration with offshore Content team members 
• Participate in training and practice of enriching medical device data for accuracy, consistency and completeness.

Education and Experience- 

• Minimum 8+ years of experience in healthcare and/or operations, including at least 3 years experience in operations management managing direct reports
• Bachelor’s degree, or a combination of education and related experience Qualification 
• Global BPO experience, working with US clients, preferably in healthcare vertical 

Others:

• Shift Timings: US Shifts
• Transportation - 1 way (Drop Cab Facility)
• Work mode: Work from Office