The
Director Operations ROI will be senior operational leader responsible for providing strategic leadership and guidance to all the Sr. Managers, Managers, Supervisors and Associates of the US Healthcare ROI Operations team. This role requires a leader with deep expertise in US Healthcare operations, process standardization, and team development. Establish the long-term vision, operational goals and roadmap for US Healthcare ROI Operations. Drive enterprise level scalability, process modernization and automation. Lead strategic initiatives focused on enhancing process efficiency, ensuring compliance, delivering high quality services, driving operational performance, quality, managing P&L and client satisfaction.
Key Responsibilities
- Operational Leadership: Lead, mentor, and motivate ROI operations team of 350+ FTEs (operations, quality & training) including senior managers, managers, supervisors and associates, fostering a positive and productive work environment. Build a high performing culture of compliance, collaboration, and continuous improvement and learning.
- Onshore Relationship Management: Serve as the primary point of contact for onshore counterparts, ensuring Service Level Agreements (SLAs) are met, and resolving escalated issues. Ensure delivery excellence in accuracy, turnaround times, productivity, and client satisfaction.
- Performance Metrics (KPIs): Designing and monitoring KPIs and KRAs of the ROI Operations Team, analyse data, and implement strategies to improve profitability. Maintain accountability for performance KPIs and KRAs, quality metrics, and operational integrity across multiple US healthcare ROI Operations teams.
- Compliance and Risk Management: Ensure strict adherence to HIPAA, state laws, and MRO standards for US healthcare ROI operations.
- Process Improvement: Identify bottlenecks, develop best practices, and implement technology solutions to increase productivity, quality, and accuracy. Evaluate ROI operations workflows, productivity tools, automation opportunities, and centralized processes to improve efficiency and reduce cost.
- Financial & Resource Management: Oversee budgeting, resource forecasting, cost optimization, and P&L for US healthcare ROI operations. Ensure optimal workforce planning across all shifts, staffing models, and volume fluctuations.
- Reporting & Governance: Generate and present weekly, monthly and quarterly performance reports to senior leadership.
- Quality Assurance: Conduct audits, review documentation accuracy, and address knowledge gaps.
- Strategic Planning: Contribute to the development and execution of operational strategies to support business growth and client objectives.
Skills & Qualifications
- Education: Bachelor's degree in any discipline.
- Experience: Minimum 15 years of experience in US Healthcare Operations Management, with at least 10 years in a leadership role.
- Excellent communication for onshore/client relationships and expectations.
- Strong analytical skills with ability to interpret operational, quality, and financial performance data.
- Experience implementing scalable technologies, automation, and workflow optimization tools.
- Deep understanding of US healthcare Operations and best practices. Strong capabilities in strategic planning, process transformation and large team leadership.
- Ability to work closely with global leadership teams and influence crossfunctional decisionmaking.
- Strong commitment to operational excellence, accuracy, privacy, and client satisfaction.
- Willingness to oversee complex operational environments and support fastscaling service delivery needs.
