Senior Operations Manager

Role Overview

Roles & Responsibilities

1. Operational Governance & Reporting

• Oversee daily operations for the healthcare record retrieval process, acting as a strategic liaison between internal teams, client stakeholders, and external partners.
• Analyze operational performance using dashboards and reporting tools, identifying trends and implementing proactive actions to maintain SLA compliance and operational competitiveness.
• Conduct periodic reviews of key performance metrics and share data-driven insights with senior leadership.
• Identify operational risks and collaborate with cross-functional teams to develop and implement effective controls.
• Strategically align team responsibilities based on business needs, operational volumes, and stakeholder expectations.
• Conduct talent and skill matrix assessments; oversee recruitment, onboarding, and workforce alignment for continued operational readiness.

2. Problem Analysis & Resolution

• Build managerial capability by training operations managers in root cause analysis, problem-solving methodologies, and structured decision-making.
• Identify opportunities for process optimization across the record retrieval workflow; lead transformation initiatives leveraging Lean, Six Sigma, or similar methodologies.

3. Stakeholder Management & Client Relationship

• Lead all client-facing engagements, ensuring clear, timely, and proactive communication to maintain high client confidence and satisfaction.
• Interpret organizational, client, and operational requirements and translate them into actionable strategies.
• Deliver scheduled and ad-hoc operational, performance, and financial governance reports.

4. Business Focus, SLA Management & Compliance

• Monitor SLA performance closely to prevent revenue loss and identify opportunities for operational expansion within the healthcare portfolio.
• Ensure adherence to ISO and internal compliance frameworks, meeting all audit requirements and implementing corrective actions where needed.
• Proactively manage compliance observations and strengthen internal controls within the record retrieval process.

5. Employee Engagement & Leadership

• Foster a culture of continuous learning, accountability, and professional development across the operations teams.
• Conduct regular touchpoints with teams and managers to assess challenges, address capability gaps, and drive timely interventions.
• Support business unit performance through constructive coaching, structured feedback, and effective rewards and recognition programs.

6. P&L Ownership

•  Responsible for overall Profit & Loss management, ensuring revenue growth, cost control, and operational efficiency.

Successful Candidate Profile

• 10+ years of strong operations management experience in BPO/ITES

  , ideally with exposure to healthcare processes or record retrieval operations.
• Proven capability in leading large teams or business units in a fast-paced outsourcing environment.
• Strong analytical, planning, and data interpretation skills with the ability to present insights effectively.
• Deep understanding of performance metrics, SLA management, and stakeholder governance across global healthcare clients.
• Experience managing client SLAs, representing business delivery in governance sessions, and contributing to transformation and automation initiatives.
• Strategic thinker with the ability to drive innovation, motivate teams, and influence outcomes.
• Flexibility to work in a 24x7 operational environment as required.
• Working knowledge of

  Lean, Six Sigma

  , and continuous improvement methodologies; certifications preferred.
• Knowledge of healthcare compliance considerations (HIPAA, PHI handling, regulatory expectations) is an advantage