Location: Pan India
Experience: 18+ Years
Industry: US Healthcare BPO / Healthcare Operations
About the Role
We are seeking an experienced Delivery Leader to lead large-scale US Healthcare Contact Center operations. The role requires driving operational excellence, client engagement, transformation initiatives, and financial performance across multiple healthcare service lines, including member and provider services
.
Key Responsibilities
- Lead and manage large healthcare operations teams (200+ FTEs) across Member Services, Provider Services, Enrollment, Eligibility, and Contact Center functions.
- Own end-to-end delivery performance, including SLAs, KPIs, quality, compliance, customer experience, and operational efficiency.
- Serve as the primary point of contact for senior client stakeholders and drive strategic business relationships.
- Lead operational transformation initiatives involving automation, digitization, AI enablement, and process optimization.
- Drive governance, risk management, workforce planning, forecasting, and productivity improvement program.
- Support business growth through solutioning, operating model design, deal support, renewals, and expansion opportunities
- Manage operational budgets, cost optimization initiatives, and overall financial performance.
- Develop leadership capabilities and build a high-performing delivery organization.
Required Experience & Skills
- 18+ years of experience in US Healthcare BPO operations.
- Minimum 10+ years of leadership experience in Healthcare Contact Center operations.
- Strong expertise in Member Services and Provider Services operations.
- Proven experience managing large-scale healthcare payer operations.
- Strong understanding of SLA management, operational governance, quality frameworks, and process improvement.
- Experience handling senior client stakeholders and driving strategic engagements.
- Demonstrated success in leading transformation and continuous improvement initiatives.
- Strong financial acumen with experience managing budgets, productivity, and cost models.
Preferred Qualifications
- Experience with healthcare payer platforms such as Facets, QNXT, PEGA, WGS, or similar systems.
- Exposure to analytics, automation, AI-enabled workflows, and digital transformation programs.
- Lean Six Sigma Green Belt or Black Belt certification.
- Healthcare industry certifications preferred.
- Experience supporting large deals, business development, and solutioning initiatives.
Education
- Bachelor's or Master's degree in Business Administration, Healthcare Management, Life Sciences, or a related field.
Ideal Candidate
- Strategic and customer-focused leader with strong business acumen
- Proven ability to lead large, complex healthcare operations.
- Strong stakeholder management, communication, and decision-making skills.
- Ability to thrive in a fast-paced and evolving business environment.
Interested candidates can share their updated resume at: [Confidential Information]
