BPO Operation Manager

We are seeking a highly motivated and experienced BPO Operations Manager to lead our team in Kuala Lumpur. The ideal candidate will have a proven track record in managing complex operations, specifically within the healthcare industry, with a focus on Finance & Accounting (F&A) and Claims processing.

Key Responsibilities:

• Operational Excellence:
  • Oversee day-to-day operations, ensuring smooth execution of F&A (AP/AR) and Claims processing functions.
  • Drive continuous improvement initiatives to enhance efficiency, accuracy, and productivity.
  • Monitor key performance indicators (KPIs) and implement corrective actions to meet service level agreements (SLAs).
• Team Leadership:
  • Recruit, hire, and develop a high-performing team of operations professionals.
  • Provide effective leadership, coaching, and mentoring to foster a positive and engaged work environment.
  • Conduct regular performance reviews and provide constructive feedback.
• Process Improvement:
  • Identify opportunities to optimize processes, reduce costs, and improve quality.
  • Implement innovative solutions and best practices to streamline operations.
  • Collaborate with cross-functional teams to ensure seamless integration and efficient workflows.
• Client Relationship Management:
  • Build strong relationships with clients and stakeholders.
  • Proactively address client concerns and ensure timely resolution of issues.
  • Conduct regular client meetings to review performance and discuss future strategies.
• Risk Management:
  • Identify and mitigate operational risks, ensuring compliance with relevant regulations and industry standards.
  • Implement robust control measures to safeguard sensitive information.

Qualifications and Experience:

• 10+ years of total experience in operations management.
• 5+ years of experience as an Operations Manager in a BPO or healthcare setting.
• Proven track record in managing F&A (AP/AR) and Claims processing operations.
• Strong leadership and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience with ERP systems and other relevant software tools.
• Strong understanding of healthcare industry regulations and compliance requirements.
• Excellent communication skills, both written and verbal.
• Ability to work under pressure and meet tight deadlines.