Director – Managed Services Operations (US Healthcare)

Location: Pune, India

Work Mode: Full-time | US Shift (1:00 PM – 10:00 PM IST)

Employment Type: Permanent

Level: Senior Leadership

Reporting To: VP – Managed Services

Role Overview

Key Responsibilities

• Lead and manage high-performing operations teams across quality, productivity, and service delivery outcomes
• Own end-to-end service delivery for assigned functions, ensuring consistent achievement of contractual SLAs and KPIs
• Define, track, and govern performance dashboards to improve efficiency, accuracy, and service quality
• Drive operational excellence through Lean, Six Sigma, Kanban, automation, and continuous improvement initiatives
• Develop leadership and team capabilities through structured coaching, performance management, and succession planning
• Partner closely with US-based stakeholders to align service expectations and deliver measurable business outcomes
• Own operational escalations, ensuring timely resolution, root-cause analysis, and preventive actions
• Maintain a strong customer-centric approach, translating client needs into scalable operational solutions
• Prepare and present executive-level reports covering performance, risks, and strategic progress
  

Required Experience & Skills

• 15–20 years of overall experience, including 10+ years leading business process operations in Life Sciences, US Healthcare, or Insurance (mandatory)
• Strong expertise in claims validation, Medicaid, and Managed Care claims (mandatory)
• Proven background in service delivery leadership, process improvement, quality management, and performance reporting
• Demonstrated ability to lead, coach, and scale large teams in metrics-driven environments
• Strong communication and stakeholder management skills, including executive-level presentations
• Solid understanding of the US Life Sciences and Healthcare ecosystem, including payer and provider dynamics
• Experience working in matrixed, cross-functional, and global delivery environments
• Prior exposure to offshore or nearshore delivery models
  

Education

Additional Details