jobapplier

Operations Manager - PPMC

MediBuddy

Skills

Required

  • SLA adherence
  • AHT
  • TAT
  • NPS
  • monitor KRAs
  • Drive standardization
  • governance mechanisms
  • post-M&A
  • Lead workforce management

We are seeking a dynamic and strategic Assistant Manager / Manager to lead our backend operations (voice and non-voice) across multiple processes. This role is pivotal in driving operational excellence, leading high-performing teams, ensuring SOP adoption and compliance, and building scalable and efficient processes that align with MediBuddy’s growth and service delivery goals.

Language Desired - English and Any 2 from (Kannada, Telugu, Tamil or Malayalam)

Responsibilities

  • Lead, mentor, and manage multiple teams across voice and non-voice operations
  • Drive team performance by tracking key metrics such as SLA adherence, AHT, accuracy, TAT, NPS, and productivity.
  • Set performance goals, monitor KRAs, and conduct regular reviews and capability assessments.
  • Ensure 100% adherence to defined SOPs and quality frameworks across processes.
  • Identify process inefficiencies, design workflow enhancements, and implement automation or digitization opportunities.
  • Own the creation, revision, and rollout of SOPs and training material in collaboration with functional and quality teams.
  • Drive standardization across teams and locations through governance mechanisms and operating rhythms.
  • Act as the operations POC for internal stakeholders including Product, Engineering, Medical, Sales, HR, and Customer Experience teams.
  • Handle escalations, exception cases, and cross-functional problem solving with a solution-first approach.
  • Support integration of new processes or businesses into operations (e.g., post-M&A or new service lines).
  • Lead workforce management, including forecasting, capacity planning, and scheduling across teams and shifts.
  • Drive hiring, onboarding, training, and succession planning in partnership with HR and L&D.
  • Foster a performance-driven culture with high engagement and ownership.
  • Build and review MIS dashboards for real-time performance visibility and decision-making.
  • Leverage data to run RCA and implement corrective/preventive actions for operational issues.
  • Present monthly/quarterly reviews with insights and recommendations to senior leadership.
  • Contribute to the annual planning and goal-setting for the operations vertical.
  • Evaluate and drive vendor support models (if applicable), including cost and performance control.
  • Support strategic projects like workflow migrations, tech adoption, or regulatory compliance as needed.