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  Good to have Secondary Research/ Medical terminology/ Medical device knowledge

Others:

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