Director

Location

Hyderabad/Mumbai

Position OverviewSeeking a strategic and data-driven Senior Manager/Associate Director to lead workforce management operations for our India-based delivery teams. This is a key leadership role responsible for optimizing team capacity, managing resource allocation, and providing real-time visibility to senior leadership. The ideal candidate will combine operational excellence with strategic thinking to ensure our workforce meets aggressive targets while maintaining quality and compliance standards

Key Responsibilities

• Capacity Planning, Forecasting & Resource Optimization.
• Develop and maintain comprehensive capacity models for the India-based workforce across all RCM function.
• Conduct monthly, quarterly and annual capacity planning exercises; forecast resource needs based on business growth and volume projections.
• Identify and recommend optimal team structure, roles, and FTE requirements to meet SLAs and profitability targets.
• Collaborate with process owners to establish productivity benchmarks and resource allocation frameworks.
• Analyze skill gaps and create targeted upskilling plans to maximize resource utilization.
• Volume & Outflow Management a. Monitor daily/weekly/monthly inflow volumes across all RCM process lines (patient demographics, claims, coding, AR, etc.).
• Track outflow metrics and turnaround times; identify bottlenecks and implement mitigation strategies.
• Establish and maintain SLA compliance dashboards with real-time visibility into process metrics.
• Prepare variance analyses and root-cause assessments for volume/quality deviations.
• Recommend process improvements and resource reallocations based on volume trends.
• Headcount & Staffing Oversight
• Manage overall headcount budgets and FTE utilization across the India center.
• Track hiring plans, onboarding timelines, and attrition rates; proactively address staffing shortfalls.
• Coordinate with HR and recruitment on talent pipeline development, especially for specialized RCM roles.
• Monitor team composition by seniority level, skill set, and process expertise.
• Ensure compliance with workforce policies and audit requirements.
• Target & Performance Management a. Establish and communicate quarterly/annual targets for team productivity, quality, and efficiency metrics.
• Monitor individual and team performance against targets; implement corrective actions for underperformance.
• Develop incentive alignment strategies that drive performance while maintaining work-life balance.
• Track and report on KPIs including cost per claim processed, denial rate, resolution time, and team utilization
• Capacity Gap Analysis & Resolution
• Identify and quantify capacity gaps (understaffing, skill gaps, process inefficiencies).
• Propose solutions including hiring, automation, process redesign, or offshore expansion.
• Develop business cases for capacity investments with ROI projections.
• Prioritize gap closure initiatives and track progress against timeline and budget
• Leadership Visibility & Reporting a. Design and maintain executive dashboards providing real-time insights into workforce health, capacity utilization, and performance trends.
• Generate weekly scorecards, monthly operational reviews, and quarterly business reviews for senior leadership.
• Prepare data visualizations and trend analyses for C-suite stakeholder communication.
• Conduct regular deep-dives on metric variances and present strategic recommendations.
• Ensure all reporting meets governance and compliance requirements.
• WFM Team Leadership & Development a. Lead, mentor, and develop a team of WFM analysts and coordinators.
• Foster a high-performance culture focused on excellence, continuous improvement, and compliance.
• Conduct regular 1:1s, performance reviews, and career development planning sessions.
• Champion process improvements and lean initiatives; drive adoption across the team.
• Build strong cross-functional partnerships with process owners, quality, compliance, and finance teams
• Process Improvement & Efficiency a. Identify opportunities for automation, process optimization, and cost reduction
• Partner with technical teams on RPA, workflow automation, and analytics tool implementations
• Implement best practices in workforce planning and resource optimization
• Monitor and improve turnover, retention, and employee engagement metrics
  
  

Required Qualifications

a. Bachelor's degree.

• 14+ years of experience in operations, workforce management, and business analytics (healthcare/RCM experience strongly preferred).
• 5+ years in a supervisory or management role with P&L accountability.
• Strong proficiency in data analytics tools such as Excel, RStudio, Tableau, Power BI and SQL database query.
• Demonstrated experience developing and managing dashboards and KPI reporting systems.
• Proven track record in capacity planning, headcount management, and resource optimization.
• Strong analytical and problem-solving skills with ability to translate data into actionable insights.
• Excellent communication skills; ability to present complex data to executive audiences.
• Experience working with remote teams across time zones and geographies.
• Working knowledge of healthcare billing, claims processing, and RCM processes preferred.
• Certification in Business Analytics, Six Sigma, or Project Management
• Exposure to process mining, workflow optimization, and BPO operations