Director

Key Responsibilities:

Process

. Conduct regular client governance
meetings (MBRs/QBRs).
. Track SLA, productivity, and quality metrics
with Operations.
. Identify improvement opportunities and
lead performance initiatives.
. Maintain accurate forecasting and billing
hygiene.

People
. Lead ADs / Account Managers in daily
execution and client updates.
. Coach team members on client
communication and analytics.
. Strengthen collaboration with Operations
and Finance partners.

Client
. Serve as primary client contact.

. Manage escalations and communicate
proactively on risks and solutions.
. Ensure NPS improvement through
consistent engagement.
. Identify cross-sell and growth
opportunities.

Financial
. Track revenue realization and billing.
. Ensure forecast accuracy and EVA targets
are met.
. Support cost optimization through
efficiency initiatives.

Qualifications

. Graduate / Postgraduate with 8-12 years
of experience in client delivery, operations,
or account management.

Role Prerequisites

. Hands-on experience in client governance
and issue resolution.
. Understanding of RCM metrics and
process levers.
. Strong analytical and communication skills.

Functional Competencies

. Client Relationship & Governance
. Data Analytics & Reporting
. SLA / Quality Performance Management
. Risk Management & Escalation Handling
. RCM Process Knowledge

Behavioral Competencies

. Collaboration
. Ownership & Accountability
. Customer Focus
. Communication & Problem Solving
. Agility & Initiative