Director of Operations

About the role: Director Operations:

The Director (Operations) provides strategic and trusted partnership to Patient and Family Support Services with a span size of 2000 plus employees in India, that will enable successful execution of our client's aggressive enterprise strategy. The incumbent plays a pivotal role in ensuring growth of the portfolio while building an overarching roadmap that supports all key strategic initiatives that are critical to executing their business strategy. The incumbent ensures that the Organization builds a strong foundation that is rational, operationally robust, and well-governed.

1. P&L Management: Work closely with Finance teams to stay on top of expenses occurring while calculating Loaded Labor Rate (LLR) which is required to be maintained which is set by the Executive Leadership team.

2. Driving Company Values & Vision: As Part of the Executive Leadership team, the incumbent will ensure the span is aligned with the end goals and values of the organization.

3. Leadership/Coaching: Provide overall leadership to teams and day-to-day leadership to all and not limited to Direct Reports (DRs) only within span. The incumbent will coach teams to be able to identify inquiries which are beyond scope of authority and take appropriate actions. Inspire all DRs to focus on adherence to policies and processes, foster a positive work environment. The incumbent will develop and maintain a productive working relationship with DRs in the span of control, setting a positive example for their working relationships with their teams.

4. Career Development/Performance & Dialogue: The incumbent will set goals and standards of performance for DRs and their team members which are linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks. Provide on-going dialogue to DRs about their performance. Coaches and helps establish individual development.

5. Continuous Improvement: The incumbent will Identify, Strategize & approve process changes to improve customer experience. The incumbent will maintain in-depth knowledge of client needs by promoting and maintaining a positive, professional image of the organization.

Participates in special projects as directed by Executive Leadership. Key duties & Responsibilities: The Candidate will head a span in the range of 2000 plus FTEs. The span can vary depending upon process complexity, future growth, and stage of business.

Be the point of contact for all critical/strategic projects across span in India & onsite team in a clear, concise, and timely manner.

Identify and lead projects of high impact within the business to improve MIS, Quality, and other operational efficiency/productivity projects.

Manage Day to Day Operations by applying appropriate contractual provisions (scope of work), following quality & compliance guidelines, and leveraging expert resources.

P&L Management by keeping close watch on LLR.

Client relationship management Manage delivery of client's expectations outlined in the scope of work.

Ability to oversee and manage a team and service delivery for multiple clients/sites/facility.

Ensure achievement of SLAs across the business unit with no revenue shrinkage.

Drive on time results for India and Global stakeholders and customers that is defect free and in an operationally efficient manner.

Understand Operations and Corporate Compliance, Policies and Procedures and best practices. Other duties as outlined by Global and Geo leadership. Additional Responsibilities:

Build a global thought leadership culture to pull offshore non patient voice opportunities to the global team instead of waiting for opportunities to be identified.

Identify growth opportunities and skillset deficient in our current mid-management leaders and prepare them for growth and promotion.

Increase P&L ownership and accountability for global functions.

Qualification: A Bachelors/master's equivalent degree Experience, Skills and Knowledge:

Overall, 15 + years of total work experience

Last 8 years (Min) in the US Healthcare industry and 4+ years as the P&L head or equivalent

Possess experience in working across global delivery models

Demonstrated strong bias for action; ability to drive decision velocity; fill gaps and seek additional resources internally or through partners to quickly knock down barriers and execute.

Effective communicator. Ability to communicate complex concepts in clear and concise language, adapting to a variety of audiences.

Superior relationship management skills: ability to influence and engage direct and indirect reports and peers, as well as effectively operate within a matrix organization.

Demonstrated ability to work collaboratively with leaders within the firm to develop and execute plans

Ability to think creatively and to drive innovation and develop and lead innovative, actionable, vision-driven initiative in collaborative environments to engage, inspire, and influence our architects and engineers.