Director of Operations - US Healthcare (Payer Ops)

Location: BangaloreShift: US ShiftsWork Model: 5 Days Work from OfficeExperience: 18-22+ Years

About the RoleWe 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 LeadershipLead large and complex blended voice operations across Inbound, Outbound & Chat processesDrive service delivery excellence, operational governance, and business performanceManage SLAs, KPIs, productivity, quality metrics, CSAT/NPS governance, and operational reviewsLead capacity planning, supply planning, workforce management understanding, and transactional quality governanceEnsure continuous process optimization and operational efficiency improvements

Transformation & InnovationDrive AI-led and technology-enabled transformation initiativesLead automation, analytics, and RPA-driven operational improvementsIdentify process enhancement opportunities and implement scalable solutionsSupport system audits, operational excellence initiatives, and digital transformation programs

Client & Stakeholder ManagementManage executive-level client relationships and stakeholder communicationConduct MBRs, QBRs, governance reviews, and strategic business discussionsHandle escalations effectively and provide solution-oriented leadershipPartner with internal and external stakeholders to drive business outcomes

Financial & Business OwnershipOwn P&L management, revenue tracking, and operational profitabilityDrive cost optimization and financial performance managementSupport business planning, budgeting, and operational forecasting

Leadership & People ManagementLead and inspire large delivery teams in a high-performance environmentBuild strong leadership pipelines, succession planning, and employee engagement initiativesMentor operational leaders and promote a culture of accountability and excellenceDrive people metrics, retention strategies, and organizational development initiatives

Required Skills & Experience

Mandatory Experience18-22+ years of overall experience with at least 10 years in leadership rolesStrong experience in Blended Voice Operations (Inbound, Outbound & Chat)Prior experience in Contact Centre / Voice Operations / GCC / PCC environments is mandatoryUS Healthcare Membership / Provider Contact Centre operations experience preferredProven experience managing large and complex delivery teams

Functional ExpertiseSLA & Metrics ManagementWorkforce Management & Capacity PlanningCSAT / NPS GovernanceTransactional Quality MonitoringOperational Governance & Service Delivery ExcellenceProcess Improvement & Business Excellence Initiatives

Technical & Operational ExposureACD, CITRIX, Dialer SystemsIVR & Call Tree ManagementRPA / Analytics exposureReporting tools & dashboard managementSystem audits and compliance governance

Financial & Governance ExpertiseP&L ownership and revenue managementCost optimization and financial planningISO / ISMS / Compliance & Audit awareness