Director Of Operations - US Healthcare (Payer Ops)

Location: Bangalore

Shift: US Shifts

Work Model: 5 Days Work from Office

Experience: 18–22+ Years

About the Role

We are looking for an accomplished and transformational leader to join us as Senior Director – Contact Centre Operations. This role will lead large-scale blended voice operations (Inbound, Outbound & Chat) with a strong focus on operational excellence, business transformation, client governance, and service delivery leadership.

The ideal candidate should come from a Contact Centre / GCC / PCC / Voice Operations background with extensive exposure to US Healthcare Membership or Provider operations. Candidates with strong tenure stability and proven transformation leadership will be highly preferred.

Key Responsibilities

Operational Leadership

• Lead large and complex blended voice operations across Inbound, Outbound & Chat processes
• Drive service delivery excellence, operational governance, and business performance
• Manage SLAs, KPIs, productivity, quality metrics, CSAT/NPS governance, and operational reviews
• Lead capacity planning, supply planning, workforce management understanding, and transactional quality governance
• Ensure continuous process optimization and operational efficiency improvements

Transformation & Innovation

• Drive AI-led and technology-enabled transformation initiatives
• Lead automation, analytics, and RPA-driven operational improvements
• Identify process enhancement opportunities and implement scalable solutions
• Support system audits, operational excellence initiatives, and digital transformation programs

Client & Stakeholder Management

• Manage executive-level client relationships and stakeholder communication
• Conduct MBRs, QBRs, governance reviews, and strategic business discussions
• Handle escalations effectively and provide solution-oriented leadership
• Partner with internal and external stakeholders to drive business outcomes

Financial & Business Ownership

• Own P&L management, revenue tracking, and operational profitability
• Drive cost optimization and financial performance management
• Support business planning, budgeting, and operational forecasting

Leadership & People Management

• Lead and inspire large delivery teams in a high-performance environment
• Build strong leadership pipelines, succession planning, and employee engagement initiatives
• Mentor operational leaders and promote a culture of accountability and excellence
• Drive people metrics, retention strategies, and organizational development initiatives

Required Skills & Experience

Mandatory Experience

• 18–22+ years of overall experience with at least 10 years in leadership roles
• Strong experience in Blended Voice Operations (Inbound, Outbound & Chat)
• Prior experience in Contact Centre / Voice Operations / GCC / PCC environments is mandatory

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• US Healthcare Membership / Provider Contact Centre operations experience preferred
• Proven experience managing large and complex delivery teams

Functional Expertise

• SLA & Metrics Management
• Workforce Management & Capacity Planning
• CSAT / NPS Governance
• Transactional Quality Monitoring
• Operational Governance & Service Delivery Excellence
• Process Improvement & Business Excellence Initiatives

Technical & Operational Exposure

• ACD, CITRIX, Dialer Systems
• IVR & Call Tree Management
• RPA / Analytics exposure
• Reporting tools & dashboard management
• System audits and compliance governance

Financial & Governance Expertise

• P&L ownership and revenue management
• Cost optimization and financial planning
• ISO / ISMS / Compliance & Audit awareness