HIH - Operating Effectiveness Associate Director

ABOUT EVERNORTH:

Evernorth℠ exists to elevate health for all, because we believe health is the starting point for human potential and progress. As champions for affordable, predictable and simple health care,
we solve the problems others don’t, won’t or can’t.

Our innovation hub in India will allow us to work with the right talent, expand our global footprint, improve our competitive stance, and better deliver on our promises to stakeholders. We are passionate about making healthcare better by delivering world-class solutions that make a real difference.

We are always looking upward. And that starts with finding the right talent to help us get there.

Operating Effectiveness Associate Director

Position Summary:

The Operating Effectiveness Associate Principal will be responsible for leading an improvement agenda for the vertical and working closely with Senior Stakeholders, including Clients. S/he is responsible for ensuring smooth delivery on functional and vertical goals of the site in alignment with the global level and charter agenda that covers Optimization, Productivity Improvement, Customer centricity, Customer experience elevation. Through Continuous Improvement or Transformative ideas, drive improvements to all customers facing metrics like CSAT, Quality, Turnaround time, wait time and for the organization enhance productivity, Accuracy, Quality and Resource Utilization by using LSS methodologies & DNA building within the Organization.

Job Description & Responsibilities:

• Continuous Improvement & Transformation
• Apply Lean/Six Sigma methodologies to improve performance, reduce waste, and enhance productivity across multiple sites and functions.
• Lead transformational initiatives to adapt operations in line with evolving industry and market trends.
• Define, optimize, and maintain end-to-end processes to ensure maximum efficiency.
• Lead SLA baselining, AHT optimization, and KPI tracking to meet and exceed operational targets.
• Project Leadership & Delivery

• Prioritize, scope, and execute high-impact improvement projects, ensuring delivery within budget, timelines, and defined benefits.
• Lead cross-functional teams to map current processes, identify gaps, and implement improvement roadmaps.
• Conduct root cause analysis (RCA) and problem-solving to address performance bottlenecks.
• Stakeholder Collaboration & Change Management

• Build and maintain relationships across functions to identify improvement opportunities and implement measurement systems.
• Partner with IT to align current and future technology needs for process optimization.
• Drive change management initiatives to embed a culture of continuous improvement and operational excellence.
• Coach and mentor stakeholders at all levels to adopt Lean principles and best practices.
• Performance Measurement & Governance

• Define and monitor Key Performance Indicators (KPIs) to measure process efficiency and project impact.
• Establish governance frameworks to sustain improvements and track benefit realization.
• Collaborate with leadership to ensure strategic alignment and delivery of organizational goals.
• Build and manage a team of process analysts, improvement specialists, and program managers.
• Mentor and coach leaders and staff on process excellence methodologies and tools.

Experience Required:

• Education: Bachelor’s Degree required; MBA preferred
• Certification: Certified Six Sigma Black Belt (mandatory; Green Belt acceptable with significant Black Belt project experience)
• Experience: 16+ years’ experience in Service Excellence, Quality, or Process Improvement roles, with at least 5 years in US operations preferred

• Proven expertise in project management, Six Sigma/Lean initiatives, process transformation, automation, P&L analysis, and continuous improvement
• Technical Skills: Minitab, MS Excel, MS PowerPoint; experience in analytics and statistical problem-solving

• Strong quantitative and analytical problem-solving ability
• Ability to influence without authority and inspire cross-functional team

Equal Opportunity Statement
Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.

About Evernorth Health Services