Assistant Manager

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Title: Assistant Manager - Operations

Job Type: Full Time

FLSA Status: Exempt/Salaried

Grade: F1

Function/Department: Health Plan and Healthcare Services

Reporting to: Manager - Operations

Role Description: The Assistant Manager of Operations plays a crucial role in supporting the day-to-day operations of HPHS Business. Reporting to the Operations Manager, the Assistant Manager will help ensure the efficiency and effectiveness of our operations, contributing to our commitment to delivering exceptional service to our clients.

Roles & Responsibilities

Assist in managing and coordinating daily operational activities to ensure the smooth functioning of the department.

Provide leadership and guidance to operations staff, helping them meet performance targets and objectives.

Contribute to the assessment and enhancement of operational processes to improve efficiency, quality, and cost-effectiveness.

Support the implementation and maintenance of quality control measures to ensure our products/services consistently meet or exceed client expectations.

Assist in developing and maintaining key performance indicators (KPIs) to measure and report on operational efficiency and effectiveness.

Contribute to resource allocation and management, including staffing, equipment, and materials, within budget constraints.

Ensure that all operations adhere to industry regulations, safety standards, and legal requirements.

Identify training needs and support the professional growth of team members.

Assist in maintaining strong client relationships, addressing their needs and concerns in a timely and effective manner.

Perform other duties as assigned.

Expected/Key Results

Meet contractual client obligations effectively.

Meet both internal and client Service Level Agreements (SLAs).

Achieve revenue targets by optimizing Full-Time Equivalent (FTE) delivery, staffing levels, and other strategies.

Attain team retention targets to enhance employee satisfaction and continuity.

Identify and implement process improvements to enhance operational efficiency.

Minimize critical operational process escalations to improve service quality.

Establish new client relationships and nurture existing client connections.

Foster robust internal stakeholder relationships, as reflected in IVOC (Internal Voice of the Customer) and positive stakeholder feedback.

Employee Satisfaction parameters for respective programs and processes.

Prioritize people engagement and development, focusing on employee retention, professional growth, and succession planning within the Line of Business (LOB) or team.

Collaborate with employees to create and execute individual development plans, aligning with their career aspirations and company objectives.

Qualifications

The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education

High school diploma or equivalent required

Work Experience

At least 2 years of experience in operations management or a related role

Proven ability to support team leadership and process improvement

Competencies & Skills

Strong analytical, problem-solving, and decision-making skills

Excellent verbal and written communication and interpersonal skills

Proven leadership abilities.

Familiarity with industry-specific technologies and tools.

Knowledge of relevant industry regulations and compliance.

Additional Qualifications

May be required to travel for work.

Must be able to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements.

Must possess a valid drivers license and meet the insurability standards of the companys motor vehicle insurance carrier for any work-related driving.

Must be able to pass the required pre-employment background investigation, including but not limited to, credit check, criminal history, work authorization verification and drug test.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position may work onsite or remotely from home. Occasionally exposed to outdoor weather conditions during travel, if applicable.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to regularly or frequently talk and hear, sit for prolonged periods, use hands and fingers to type, and use close vision to view and read from a computer screen and/or electronic device. Must be able to occasionally stand and walk, climb stairs, and lift equipment up to 25 pounds.

Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law.

Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.