Practice Operations Manager

Job Description

Practice Operations Manager Job Description Provide leadership, strategic direction and technical expertise on customer satisfaction / loyalty initiatives along with process improvement initiatives. Lead & facilitate projects (individual or teams) that employ Lean/ Six Sigma/ continuous improvement, problem solving methodologies, with effective change management techniques, to deliver business results (improved customer satisfaction, service quality & service mindset, reliability, productivity/ efficiency and financial performance). Responsible for managing, tracking, and timely reporting of key performance indicators of process/ operational excellence and financial performance at the team/ service group level Responsible for implementation of trainings (as designed by functional teams) that enable faster on- boarding; on- the- job training; and continuous skill enhancements based on performance development plans. Process/ operational excellence o Work across cross functional teams in the areas of operational excellence; quality design and deployment; and day- to- day business activities. o Drive and/ or co- lead continuous improvement projects along trainee Black Belts / Green Belts for successful implementation. o Provide project management support necessary to develop Operational Excellence benefits case that are incorporated into PLS/ NGSC overview and are tracked on a regular basis. KPI oversight o Work closely with Global Practice Operations Manager in overall implementation of Quality programs, including but not limited to, Quality KPI implementation, customer satisfaction surveys and action plans, implement tools and systems that support quality management framework, and deploy training programs that build service mindset and quality culture. o Leads demand/ resource planning (headcount and budget) for defined functions/ locations and regular monitor actual vs targets. Review and challenge resource requests and expenditures for assigned functions/ locations. o Support service group for managing financial requirements and budget for assigned function/ location. Provide associated consolidated latest estimates on current annual budget and for future annual budgets. o Support service group for maintaining risk and issue management measures including risk / issue management logs and business continuity planning. Skill development o Coordinate with administration team in planning and logistics for regular training and on- boarding requirements. o Continuously monitor effectiveness of training and provide inputs to improve on training delivery solutions for respective service groups. Process excellence Application of Six Sigma Methodologies (Black Belt or Lean certification) (or) Training Delivery excellence Governance Methodology Risk and Issue Management Project Management Operations understanding Stakeholder management KPI Oversight: Cost, C- Sat / NPS and productivity targets Achievement of project plans & milestones Tracking and practice initiatives Regularity and completeness of management reporting Drive design and implementation of key process improvements Skill development On time training delivery Continuous improvement of the training program Employee engagement and satisfaction with the skill building programs Minimum requirements - Graduate Degree in business or life sciences (or) Masters in Business Administration or equivalent - [Desirable] Six Sigma Certification (Black belt) from an institute of repute Fluency in English is prerequisite, while knowledge of other in- scope country languages would be an advantage - Experience in working in large / international companies - Proven communication, people management, stakeholders management and leadership skills - Extensive experience (5- 8 years) in managing multi- functional process improvement projects internal to the organization or for external clients (or) - Extensive experience (5- 8 years) in managing diverse training and learning solutions for multi- functional domains - Experience working as Six Sigma/ Lean Black Belt or Quality Champion will be a plus - Ability to ensure service focus across a complex people intensive and functionally- dispersed organization - Preferred to have understanding of Pharma business and financial issues, including its regulatory environment (life sciences Business Process Outsourcing experience preferred) - Strong and proactive business results- focus, and proven ability to provide insights that increase productivity,

Keyskills :
salesdeliverymarketingmanagementixsigmacustomerrelationsbusinessprocessoutsourcingkeyperformanceindicatorsprojectplansproblemsolvingprocessimprovementprojectsblackbelt