Associate Manager for Healthcare Interaction Services PMO Practice
Hinduja Global Solutions Ltd
5d ago
source : Monster

Job Description : Build Capability :

Build Capability :

a. Supports the PL in developing the Practices capability and strengthens our Center of Excellence across OneHGS.

b. Provides inputs to build a sustainable Operating Model and Support system with a Delivery Lifecycle approach for creating a benchmark in OneHGS.

c. Helps the PL in strengthening creating new offerings for the Practice.

d. Collaborates with the Practice SME Community, Operations, Business Excellence, Client Services, Shared Services in efforts to productize capabilities and service offerings.

Scale Capability :

a. Helps the PL in developing a measurable and diagnostic framework to assess the Capability Maturity of the Practice.

b. Provides relevant inputs in the creation of benchmarks for replication of capability across the delivery lifecycle in OneHGS geos.

1) This is in close collaboration with Operating Leaders, BE, HR, Shared Services

2) This is coordination with Practice Community SMEs

3) The replication process should be measured for effective and progressive application. Customizations across geos and organizations will be taken into consideration.

c. Collaborates with Operations, BE, Shared Services, HR, Client Services in developing and incubating new capabilities relevant to the Practice with a key focus on differentiating service and what the client

wants and needs (stated and unstated).

Support Growth :

a. Regularly researches on business & industry trends for inputs in the development of product and service offerings. Tracks market and business trends and drivers and shares this with the business stakeholders and Practice.

b. Collaborates with BE, Operations, Sales, PL for the development of cross-Practice bundled offerings.

c. Collaborates with BE and Operations for transformational, value-driven and innovation project development for current capabilities and services.

d. Works closely with BE, Client Services and Operations for the ideation and creation of feasibility studies and Go-To-Market strategies for new market space and demands.

e. Helps the HIS PL in responding to RFI, RFP

processes for business opportunities.

f. May be required to join or perform due diligence work for client processes and provide inputs in co-creation of service solutions for clients.

Thought Leadership :

a. Maintains an intelligence database / repository housing HGS service offerings, market trends, client and competition trends, investments & acquisitions, and other relevant information for the Practice.

This databank is updated regularly and shared with Practice and business stakeholders.

b. Together with the PL, participates in industry and professional knowledge and Practice forums for access to and awareness of :

1) Incremental Solutions and trends for existing products and services / offerings

2) Next-gen Solutions and trends which are focused on developing new-to-company products & services3) Transformational Solutions and trenda which are new-

to-market innovation concepts with a high likelihood of opening up new opportunity spaces for HGS.

c. Develops ones self and works with the PL for for continuous learning to maintain role of a Go-To expert in the Practice.

Helps the PL in making the Practice an advisor entity for the business.

d. Researches on emerging concepts, developments, market drivers in the industry for relevant and opportunistic applications in the Practice.

1) Eg. Understanding the science behind VoC and NPS and how this metric can be calculated to drive customer loyalty and shareholder value for our clients businesses.

Execution Capability :

The true success of a strategy is by the effective and organized implementation of ideated plans and actions. This is broadly covered in the ff key functions :

a. Support :

Together with the PL, help provide tangible, visible and measurable support to Operations, OneHGS.

b. Guidance :

Helps manage a repository of standards, methodologies, tools, accessible information and knowledge databases which shld be made accessible and available.

c. Shared Learning :

Provides inputs to the PL and the HC Training Director for Training, skill assessments, developmental programs relevant to the Practice.

d. Measurements : Helps define output metrics in the operationalization of strategies, plans, solutions and delivery of services and results.

i. KRAs xx % growth of revenues for existing business & creation of new business

ii. Incubation of new capabilities yield xx % additional net new business

e. Governance :

Helps the PL in putting in place a governance cadence and discipline to proactively project manage / track / measure proper implementation of Practice functional activities, capability development, and other initiatives with associated accountabilities and projected results.

Ensures confidentiality and data integrity of information critical tofulfilling the Practices business functions. Remains compliant with the relevant business, local and international regulatory and legislative requirements of the business.

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