Job Description

We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that’s bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com Looking to jump-start your career? We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene’s high-speed growth. We are purpose-driven.  We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work.

Must Have

CLIENT SERVICES MANAGER

IMPORTANT NOTE:
Please go through these important pointers before reading further:
•    This is not necessarily an exhaustive list of all responsibility associated with each role. While this is intended to be an accurate reflection of the current job responsibilities, management reserves the right to revise the job responsibilities or to require that other or different tasks be performed as assigned.
•    Simple deliverables are standard deliverables with established SOPs and SLA with low level of complexity. They vary with the changing needs of clients and require monitoring and adherence to SOP
•    Complex deliverables may involve multiple work streams and multiple deliverables, and their complexity could vary from medium to high. They could involve the use of varied knowledge or focus areas, collaboration with multiple stakeholders and management of short-term risks through project management practices
•    Critical deliverables may involve high risks and require constant monitoring and risk mitigation plans. These could include first-time projects or innovative projects for clients to build relationships.
•    Large engagement may involve multiple deliverables governed by MSA for long term, with medium to high complexities that require long-term risk management planning. 
•    KPIs are subject to change based on the business requirements and specific individual’s goals
•    In case of any questions or need for clarity, please reach out to your Manager followed by your respective HR Business Partners.

WHAT YOU WILL DO
This role directly works with markets to manage end to end delivery Program. Acting as a single point of contact and as Indegene ambassador to the business.

Broad Areas of the Job:
Broad Area - 1: Business Analysis
Broad Area - 2: Client Servicing by monitoring & controlling projects
Broad Area - 3: Process management and compliance
Broad Area - 4: Self-development
Broad Area - 5: Continuously improve processes and systems

 

 

Good to have

DETAILED RESPONSIBILITIES UNDER BROAD AREA WILL INCLUDE:
Broad Area - 1: Business Analysis
•    Coordinate in gathering the requirement from the client
•    Closely work with clients to understand issues and propose appropriate solution
•    Support in creating a detailed business analysis, outlining problems, opportunities, and solutions for the client

Broad Area – 2: Client Servicing by monitoring & controlling projects
•    Closely monitor the project status with regular reviews or follow-ups with all the internal stakeholders and leads on the progress; perform quality checks regarding the outcomes required for the projects
•    Manage client escalations with effective communication on the cause to all stakeholders; monitor the escalations to help stabilise the project. Perform root cause analysis along with all stakeholders.
•    Resolve any issues and problems faced by client and provide solutions to maintain client relations
•    Develop and maintain long-term relationships with client in respective markets
•    Prepare status reports for regular client updates and governance calls with clients. Manage the routing status on a periodic basis with key stakeholders
•    Maintain SC_Connect accurately based on the project completion status 
•    Run regular meetings with customers to define and track growth and performance
•    Keep track of burn rate (Forecast vs Actual), and work towards reducing the gap

Broad Area - 3: Process management and compliance
•    Maintain the CPIs and KPIs for the deliverables as agreed with business and report any deviation
•    Responsible to drive and maintain quality standards for various client deliverables across the team
•    Responsible to educate the team (both existing and new members) on maintaining confidentiality and copyright rules for various deliverables as per clients and company norms
•    Responsible to ensure that the team follows all the security rules regarding various standards

Broad Area - 4: Self-development
•    Build mastery in assigned deliverables through self-learning and formal trainings and stay abreast with the current trends in the respective areas
 Broad Area -5: Continuously improve processes and systems
•    Implement best practices for streamlining/reducing redundancies/saving productive time and enhancing inter-organisational collaboration
•    Recognize and address specific interventions in existing processes, tools and techniques for improving client servicing quality
•    Initiate and implement process improvement projects to continuously improve quality, training, productivity, time and effort

EQUAL OPPORTUNITY

Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate’s merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.