Operations Delivery Leader

16 - 20 years

9 - 13 Lacs

Posted:1 week ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Responsibilities:

  • Lead a team of operations (Span of ~200-300) for multiple LOBs (Follow-Up, Billing).
  • Oversee and ensure quality, timely delivery of projects or services to clients.
  • Act as the primary point of contact for client deliverables, building strong partnerships and trust with onshore teams
  • Monitor and report on agreed client metricssuch as SLA adherence, client satisfaction scores, and issue resolution times. Drive KLAs & NPS score
  • Develop and implement strategies for continuous improvement in client experience and project delivery.
  • Proactively address escalations and risks, providing rapid solutions to client concerns.
  • Align internal teams with client expectations, balancing resource capabilities and project requirements.
  • Conduct regular client meetings to review delivery performance and gather feedback.
  • Mentor and guide delivery teams to achieve high performance and process maturity.
  • Identify and execute opportunities for service improvement and business growth. In this role you are required to identify Process Improvement opportunities
  • Support the Automation initiatives from a co-ordination & post implementation standpoint
  • Manage portfolio of improvement / reengineering projects for the backend services
  • Driving employee engagement and associated scores.
  • Establish and monitor key performance indicators (KPIs) to measure success and ensure efficiency.
  • Streamline operations to reduce costs, improve productivity, and enhance customer satisfaction.
  • Identify cost-saving opportunities without compromising quality or service delivery.
  • Address and resolve challenges efficiently while minimizing disruptions.

Pre- Requisite:

  • 16-20 years of experience in end-to-end RCM including AR follow up, billing, cash posting, credit in Acute / Hospital Billing.
  • 10 years of people management experience is preferred.
  • Should have excellent RCM domain knowledge.

Skills Required:

  • Strategic thinking and problem-solving skills.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Advanced client/onshore relationship management and communication skills
  • Proficiency in project and service delivery management, including planning and governance
  • Strong analytical skills capable of interpreting performance data and KPIs.
  • Strategic thinking with demonstrated problem-solving ability.
  • Attention to detail and ability to manage multiple priorities at once.
  • Confidence, patience, and proactive approach in handling client challenges

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