About Firstsource
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, Australia, South Africa and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies.
Job Title: Director– Presales (HPHS)
Function/Department: CX & Consulting
Location: India ( Hybrid/ Remote)
Role Description: The Director – Presales (HPHS) is a senior individual contributor and team leadership role responsible for spearheading pre-sales activities across the Healthcare Payer & Health Solutions practice. The role demands deep Health Plan domain expertise combined with strong solution design and bid management capability. The incumbent will own end-to-end pursuit strategy for both new logo acquisition and existing client growth — working closely with sales, delivery, and domain leads to craft winning, deliverable, and commercially sound solutions for health plan clients.
Roles & Responsibilities:
Solution Design & Pursuit Leadership
- Demonstrate mastery of the Health Plan value chain — spanning UM/PA/Appeals & Grievances, Claims Operations, Provider Data Management, Member Services, etc.
- Define and implement winning solution strategies for prospects and existing clients; translate client pain points into profitable, deliverable operating models
- Lead end-to-end bid management — from qualification through RFI/RFP/proactive proposal response to orals — ensuring quality, timeliness, and the right internal team construct on every pursuit
- Develop differentiated solution narratives that leverage Firstsource's domain depth, delivery model, and technology capabilities including AI/automation
- Partner with sales to qualify and advance new business opportunities in the Health Plan segment
- Represent Firstsource in client-facing discussions at VP/Director level, influencing key stakeholders through consultative, insight-led engagement
Standards, Quality & Continuous Improvement
- Accountable for the quality and accuracy of all pre-sales deliverables — proposals, solution decks, commercial models, and transition plans
- Build and maintain a robust pre-sales knowledge base: reusable solution templates, win/loss intelligence, domain content, and competitive positioning
- Develop and enforce standards for bid processes, pricing models, and solution documentation; drive continuous improvement and automation in presales operations
People & Stakeholder Leadership
- Lead, develop, and grow a team of presales/solutions professionals; own goal setting, performance management, and succession planning for the function
- Build strong cross-functional relationships with delivery, finance, HR, and technology teams to ensure solutioning accuracy and delivery alignment
- Influence senior internal and client-side stakeholders to drive the right outcomes
Key Performance Indicators
- Opportunity win rate — with specific improvement targets on competitive Health Plan pursuits
- New logo additions in the Health Plan segment per year
- ECNB revenue closed from existing payer clients
- Cost-to-bid reduction through process standardization and reuse
- Proposal accuracy and quality scores (internal and client feedback)
- Sales cycle efficiency — bid turnaround time and team utilization
- People metrics: employee engagement, retention, and skill development within the presales function
- Internal stakeholder satisfaction (IVOC / stakeholder feedback)
Preferred Qualifications & Experience:
- MBA or postgraduate degree from a reputed institution; clinical or health informatics credentials a plus
- 12–16 years of total experience with at least 6–8 years in healthcare BPO presales, solutions, or consulting roles
- Demonstrated experience solutioning for Health Plan clients across one or more of: UM, PA, CM, Claims, Provider Operations, or Member Services
- Track record of leading complex, multi-service RFP responses and winning competitive pursuits in the US Health Plan market
- Familiarity with health plan technology ecosystems (QNXT, TriZetto, HealthEdge, or equivalent); working knowledge of AI/automation applicability in payer operations
- Prior experience managing or mentoring a presales or solutions team preferred
Competencies & Skills:
- Payer Domain Depth: Fluent in Health Plan operations, regulatory environment, and the commercial and clinical levers that drive payer cost and quality outcomes
- Solution Architecture: Ability to design end-to-end operating models that are operationally credible, commercially viable, and differentiated
- Executive Communication: Confident and precise communicator with senior client stakeholders (VP/C-suite) and internal leadership; strong written and oral presentation skills
- Commercial Acumen: Understands pricing mechanics, margin dynamics, and the business case construction required to win and retain payer clients
- ConsultativeSelling: Leads with insight and problem framing rather than feature-selling; builds trust through domain credibility
- People Leadership: Capable of setting direction, developing talent, and sustaining a high-performance team culture
- Analytical Rigor: Data-driven in opportunity qualification, competitive positioning, and post-bid win/loss analysis
