Experience: 15 to 20 Years
Location: Pune
Shift timings (US Shift)- 1 PM to 10 PM
Work mode - Hybrid (3 days work from office)
What You'll Bring To The Table
- 10+ years of experience managing business process operations in the Life Sciences, U.S. Healthcare, or Insurance industries (Mandatory).
- Proven experience in service delivery leadership, including process improvement, quality management, and performance reporting.
- Strong familiarity with claims validation management, Medicaid, Managed Care Claims (Mandatory).
- Demonstrated ability to lead, coach, and scale high-performing teams in a metrics-driven environment.
- Excellent written, verbal, and presentation communication skills for internal and client-facing engagement.
- Deep understanding of the Life Sciences commercial ecosystem, including payer/provider dynamics.
- Ability to navigate and influence in matrixed, cross-functional environments.
- Prior experience managing global delivery teams or working in offshore/nearshore delivery models.
Key Responsibilities
- Lead and inspire a high-performing team to consistently meet or exceed business goals across commercial success, quality standards, and service delivery excellence.
- Oversee end-to-end service delivery operations, ensuring all contractual service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded for in-scope functions.
- Establish and monitor performance dashboards, using key metrics to drive continuous improvement in productivity, accuracy, and service quality.
- Champion operational excellence by leveraging industry-leading methodologies such as Lean, Six Sigma, and Kanban to streamline workflows, automate processes, and implement scalable improvements.
- Develop and grow team capabilities through structured coaching, real-time feedback, and performance development plans aligned to business priorities.
- Collaborate cross-functionally with U.S.-based stakeholders, driving alignment on service expectations, cocreating improvement initiatives, and resolving operational challenges with a problem-solving mindset.
- Own and resolve escalations with urgency and professionalism, ensuring issues are addressed promptly and root causes are identified to prevent recurrence.
- Maintain a customer-first mindset, actively seeking to understand pain points from the end-user perspective and deliver thoughtful, effective solutions.
- Prepare and present executive-level reporting, summarizing key insights, risks, and progress against goals for senior leadership
Skills: management,life sciences,healthcare,leadership,service delivery
