Associate Vice President - Healthcare Delivery towards customer in liaison with Process Head Meeting customer expectations and targets in terms of Contractual obligations. Productivity /efficiency metrics proposals, implementation and follow-up Administrative aspects including reporting, business reviews etc. Development & implementation of strategies to ensure customer satisfaction & retention Monitor project progress, identify and mitigate risks, and adjust strategies as needed Plan & strategize Transformation Initiatives to meet customer expectations. Managing Account EBITDA and P&L Margins Knowledge of principles and processes for providing best in class customer support services Should have exceptional leadership and mentorship abilities. Knowledge of managing Healthcare Operations both Voice and Non-Voice channels 12+ years’ experience in Customer Service domain within minimum 5-6 years in Healthcare Domain with Knowledge in Complaints Handling and Compliance, Regulatory Issues. Superior communication (oral, written), presentation, and interpersonal skills Effective client management Excellent decision-making skills. Experienced in setting goals and driving objectives Demonstrated ability to develop and implement process enhancements including technology and performance. Graduate of any Discipline Experience 12+ years Knowledge and experience in US and Global Healthcare is an advantage At least 10 years of BPO experience