Vice President Operations

Job Description

JOB TITLE : SVP - HEALTHCARE PAYER OPERATIONS About the Client: Our client is a leading global provider of business process management (BPM) services, delivering customer experience and digital transformation solutions to clients across healthcare, banking, financial services, and telecom industries. With a strong global presence and a focus on innovation, the company leverages technology, analytics, and deep domain expertise to drive operational efficiency and business impact. Role Overview: We are seeking a results-oriented SVP - HEALTHCARE PAYER OPERATIONS to lead and oversee the operational functions of a growing business unit. This leadership role is instrumental in enhancing efficiency, optimizing processes, and ensuring consistent service excellence across the organization. The ideal candidate will bring a strategic mindset, strong operational expertise, and a passion for driving measurable outcomes. Key Responsibilities: Design and implement strategic operational plans aligned with the organization’s long-term goals. Lead and manage a multidisciplinary team including managers, supervisors, and frontline staff to drive high performance and collaboration. Identify, plan, and implement process improvement initiatives to boost quality, reduce costs, and improve delivery timelines. Take ownership of the operations budget—ensuring optimal resource allocation, cost-efficiency, and profitability. Oversee end-to-end supply chain functions, including procurement, logistics, and inventory management. Implement and maintain robust quality assurance protocols to ensure high standards of service delivery. Define and track KPIs to assess operational effectiveness and provide regular insights to senior leadership. Ensure strict adherence to industry regulations, safety standards, and compliance requirements. Cultivate strong vendor and supplier relationships for reliable and cost-effective service delivery. Develop contingency and risk management plans to proactively address operational challenges. Expected Outcomes: Drive revenue growth through both existing and new business opportunities. Ensure profitability by closely monitoring EBIT and Gross Margin Contribution. Achieve and surpass operational efficiency metrics through continuous process improvement. Build and maintain strong client relationships, ensuring consistent satisfaction and service quality. Strengthen internal stakeholder engagement across teams and functions. Identify and expand partnership opportunities with existing clients to drive mutual growth. Foster a positive work environment with a focus on high employee satisfaction scores. Support business transformation through institutionalization of best practices and innovative service delivery models. Manage budget utilization effectively in alignment with company financial guidelines. Prioritize talent engagement and development through strategic retention, capability-building, and succession planning. Guide teams in creating and executing Individual Development Plans for skill enhancement and career growth. Preferred Qualifications: MBA or equivalent from a reputed institution. Experience Required: 20+ years of progressive experience in operations management, preferably in a leadership role with exposure to large-scale business units or service operations. Key Competencies & Skills: Strong analytical and decision-making skills. Hands-on experience with operational technologies and process automation tools. Excellent understanding of industry compliance and regulatory frameworks. Clear and persuasive communicator—both written and verbal. Proven ability to redesign operational workflows and implement new systems or procedures. Strong documentation, planning, and execution skills. Track record of building collaborative teams and fostering a performance-driven culture. Expertise in coaching, performance management, and leadership development.