Senior Manager Operations

The Senior Manager - Operations at IHX is responsible for leading and managing the end-to-end human operations involved in healthcare claim processing. This role ensures that all aspects of claim processing are executed with the highest level of quality, efficiency, and compliance with stringent service level agreements (SLAs). The role involves maintaining operational excellence and delivering exceptional service to IHX customers. This position also involves managing large teams of agents across multiple locations, optimizing processes, and maintaining strong relationships with vendors and internal stakeholders. Operational Management: Lead and manage all aspects of human processes involved in health insurance claims processing, ensuring efficient delivery and adherence to SLAs for turnaround time (TAT) and quality. Oversee hiring, training, quality control processes, ensuring compliance with industry standards and customer expectations. Develop and implement strategies for continuous improvement, operational excellence, and process optimization. Coordinate with cross-functional teams, including tech, finance, and customer service, to ensure seamless operational workflows and effective issue resolution. Vendor Management: Manage relationships with external vendors, ensuring alignment with organizational goals and efficient service delivery. Manage and optimise work distribution among vendors to meet delivery and volume commitments. Conduct regular performance reviews with vendors, addressing challenges, and implementing solutions to enhance collaboration. Negotiate and manage contracts and service agreements with vendors, ensuring cost-effective and high-quality service delivery. Team Leadership: Lead a large, diverse team across multiple locations, providing guidance, coaching, and support to ensure high performance and engagement. Oversee workforce planning, including recruitment, training, and development, to build a skilled and adaptable team. Implement performance management processes to drive accountability, recognition, and continuous improvement within the team. Manage headcount alignment according to demand, ensuring resource efficiency and skill alignment across teams. Stakeholder Engagement: Act as the primary point of contact for senior leadership and key stakeholders regarding operational performance and strategic initiatives. Collaborate with internal teams, including sales and product management, to align operational capabilities with business objectives. Engage with internal and external stakeholders to understand their requirements, address concerns, and ensure satisfaction with service delivery. Candidate Requirement: Bachelors degree in business administration, Operations Management, or a related field. 8+ years of experience in operations management, with a proven track record of leading large teams and driving operational excellence. Strong analytical skills, with the ability to interpret data and make informed decisions. Data analytics with proficiency in Excel. Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels. Ability to speak multiple languages can be a plus. Strong understanding of digital operations, including queue management and technical issue resolution. Ability to manage multiple priorities and deliver under tight deadlines. Proficiency in MS Office suite; familiarity with CRM and operational management software is a plus.,