Manager- Operations (CSR/ Prior Authorization Process)| WFO Only

Job Description: Manager- Operations (CSR/ Prior Authorization Process)

Job Summary/Responsibilities:

We are seeking a dynamic and results-driven Manager to lead operations for managing a group of dynamic and talented resources serving healthcare entities in the USA. In this role, you will oversee a multi-layered team of 15 to 30 professionals, driving operational excellence, performance optimization, and robust client relationships. You will function as the process expert, guiding and coaching your team to consistently meet service level agreements (SLAs) and key performance indicators (KPIs).

Reporting Structure & Team Span

Total Team Size: 15 to 30 professionals

Direct Reports

3 team Leads (managing a sub-team of 3-8 professionals)

Key Responsibilities

End-to-End Performance Management: Oversee the entire performance lifecycle of the team, tracking metrics such as schedule adherence, and quality scores. Implement corrective action plans for underperforming resources.

Process Expertise & Coaching: Master the nuances of the process to serve as the subject matter expert (SME). Deliver structured coaching, side-by-side monitoring, and feedback sessions to elevate team capabilities.

Performance Appraisals: Successfully drive and execute formal performance appraisal cycles, ensuring accurate grading, compensation alignment, and developmental pathing.

Client Relationship Management: Interface with internal and external stakeholders, presenting operational health, addressing service gaps, and maintaining high client confidence.

Operational Governance: Ensure compliance with data security, compliance standards, and internal HR policies in a 24/7 working ecosystem.

Candidate Qualifications & Requirements

Must be a Graduate from a recognized university.

Total Experience: 5 to 9 years of total experience within the healthcare industry.

Management Experience: 6 to 9 years of team management experience, including at least 4 years in a Manager role.

Appraisal Experience: Documented experience in managing and completing at least 3 performance appraisal cycles.

Domain Expertise: Mandatory prior experience working in healthcare industry in general, particularly in clinical operations. Experience in US Healthcare is highly preferred.

Communication Skills: Excellent verbal and written communication skills with the ability to articulate business concepts clearly across all organizational levels.

Work Environment: Comfortable working in a 24/7 rotational shift environment to support global client requirements.

Required Skills: Strong leadership and people management skills; ability to manage large teams in a fast-environment; excellent communication and stakeholder management skills; strong analytical and problem-solving abilities; expertise in performance management, coaching, SLA/KPI tracking, quality improvement, and client relationship management; positive attitude with adaptability to rotational shifts and changing business priorities.

Behavioral Competencies

• Ownership and Accountability: Takes responsibility for outcomes and follows through on commitments.
• Empathy and Fairness: Leads teams with respect, professionalism, and balanced judgment.
• Composure Under Pressure: Stays calm, focused, and solution-oriented in challenging situations.
• Adaptability: Adjusts quickly to changing priorities, client needs, and business requirements.
• Transparent Communication: Communicates clearly, honestly, and consistently with teams and stakeholders.
• Collaboration: Builds trust and works effectively across teams and functions.
• Decision-Making: Makes timely, practical decisions based on data, business needs, and team impact.
• Conflict Resolution: Handles disagreements constructively and promotes a positive work environment.
• Self-Fitness: Physical and Mental: Maintains the stamina, resilience, and emotional balance required to manage demanding operational responsibilities and rotational shifts.
• Customer-First Mindset: Balances customer satisfaction, compliance, and performance goals.