Senior Group Manager – US Healthcare Operations

Lead and manage a high-performance contact center/Back Office team of 100-200 employees across multiple lines of business, reporting directly to the General Manager of the respective Business Unit.

Responsibilities

• Develop and report data and metrics to the General Manager for each Business Unit
• Motivate, lead, and develop the contact center/Back Office team; demonstrate proficiency in managing large teams and multiple accounts.
• Provide evidence of excellent customer service delivery.
• Partner with internal and external teams to implement focused customer strategies.
• Prepare client status reports and participate in client reviews.
• Act as the primary point of contact for the client, managing process escalations from initiation to resolution.
• Understand operational drivers that impact customer experience.
• Demonstrate change managemen...