Function/Department: Payor Operations (BPM - 250 Mn$ portfolio)Location: Chennai, Bengaluru, Mumbai or Hyderabad Role Description: We are looking for a results-driven Head of Operations to lead, plan, and oversee the operational activities of Healthcare Payor Business. The role holder will play a pivotal role in optimizing the company's processes, enhancing efficiency, and ensuring the highest level of service delivery to our clients. Roles & Responsibilities Develop and implement strategic plans for operational excellence, aligning with the company's objectives and long-term visionManage and lead a diverse team of operations professionals, including department managers, supervisors, and staff, fostering a culture of collaboration and performanceContinuously identify and execute process improvements to enhance efficiency, quality, and cost-effectiveness across all operational functionsTake ownership of the operations budget, monitoring expenses, and optimizing resource allocation to ensure financial sustainability and profitabilityOversee supply chain activities, including procurement, inventory management, and logistics, to guarantee timely product availability and cost-effective sourcingEstablish and maintain robust quality control measures to ensure that products and services meet or exceed industry standards and client expectationsDevelop and implement key performance indicators (KPIs) to measure and track the effectiveness of operations, providing regular reports and insights to the leadership teamEnsure that all operations adhere to industry regulations, safety standards, and legal requirements, taking necessary actions to remain in complianceManage and nurture relationships with key vendors and suppliers to ensure dependable partnerships and favorable termsDevelop and execute contingency plans to mitigate operational risks and respond effectively to any unforeseen challenges Expected/Key Results Elevate revenue growth from current clients and new business opportunities (ECNB) and maximize revenue from existing clients and their current business (ECEB).Secure profitability by closely monitoring the Earnings Before Interest and Taxes (EBIT) in alignment with Gross Margin Contribution (GMC) for the Business Unit.Meet and exceed all operational efficiency and effectiveness metrics through a continuous process improvement approach for the Business UnitFoster and build new client relationships while nurturing existing client connections to ensure client satisfactionCultivate strong internal stakeholder relationshipsIdentify opportunities to establish and negotiate additional partnerships with existing clients to further mutual success.Promote business transformation by institutionalizing new processes to enhance services for existing clientsEfficiently manage budget allocation within the company's fiscal guidelines to maximize resource utilizationPrioritize people engagement and development through strategies that focus on retention, employee development, and succession planning within the Business Unit/GeographyCollaborate with employees to establish and implement individual development plans to ensure continuous growth and skill enhancement Preferred Work Experience 20+ years of progressive experience in operations management, with a proven track record of leading teams and driving process improvement Competencies & Skills Strong analytical, problem-solving, and decision-making skills.Familiarity with industry-specific technologies and tools.Sound knowledge of relevant industry regulations and compliance.Proficient in clear and effective communication, both in verbal and written form.Adept at evaluating and redesigning operations and procedures, crafting policies, and introducing innovative strategies and protocols.Strong documentation capabilities.Capable of devising and executing short- and long-term objectives.Dedicated to fostering a collaborative and cooperative work environment.Expertise in employee development and performance management.
