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Practo

Practo is a healthcare app that allows consumers to find doctors, book appointments and conduct online consultations.

Assistant Manager Operations
Bangalore, IN
Job Description / Skills Required

Be the owner for the entire Control Tower Team, Availability monitoring of doctors, rostering the doctors, Rostering of the TL and the L1, Team Management, ensuring supply is 1.3x of demand. Ensure that Doctor reported issues are resolved fast with excellent customer experience. Work towards growth plan for direct reportees.

 

Key Responsibilities

●     Manage Control Tower team by ensuring roster adherence of doctors and team management

●     Ensure that the team is updated and trained on all product updates and features

●     Ensure that the team is providing quality resolution through quality audits

●     Ensure that every escalation has a RCA followed by a permanent resolution.

●     Reduce incoming tickets quarter by quarter through product and process improvement

●     Work towards career growth plan for reporting team members.

●     Conduct regular 1x1 and ensure that constant feedback and coaching is provided

●     Work with Product team to improve the product by providing valuable customer insights

●     Conduct quarterly team outings

●     Conduct team building/fun activities

 

General Performance Indicators (Key Metrics)

Doctor Roster Adherence - >95%

Cancellations -<2%

SLA adherence should be above 95%

A quality score of >=90%

 

Typical List of stakeholders

Product Managers/ Product Owner/Engineering Managers/Engineers/Training Team/Marketing Team/Delivery Teams

 

Experience and Knowledge

Must have:  

●     Should be able to communicate effectively

●     Should have at least 2-3 years of experience in people management

●     Should have 1-2 years experience in process management

●     Should have focus on key metrics

●     Should have good analytical skills

●     Should think customer first

●     Should think about his people and their growth

●     Should always strive for constant process improvement

 

Competencies – Evaluation criteria

●     Analytical skills

●     Passion for results

●     Strategic perspective

●     Business acumen

●     Influence and Persuasion

●     Detail orientation 

●     Comfort with ambiguity

 

Candidate to be rated on a 5 point scale, where 5 is Outstanding, 4 is Excellent, 3 is Meets Expectations, 2 is Needs Improvement and 1 is Unsatisfactory. We can use High-Low in a scale. E.g. 3H means the rating is 3 but on the higher side, 3L means on the lower side (this scale is used for our current technical hiring)