Delivery leader - us healthcare - cx

Location: Kolkata, Pune

Experience: 15+ Years (Healthcare)

Industry: US Healthcare BPO / Healthcare Operations

About the Role

We are seeking an experienced Delivery Leader to lead large-scale US Healthcare Contact Center operations. The role requires driving operational excellence, client engagement, transformation initiatives, and financial performance across multiple healthcare service lines, including member and provider services

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Key Responsibilities

Lead and manage large healthcare operations teams (200+ FTEs) across Member Services, Provider Services, Enrollment, Eligibility, and Contact Center functions. Own end-to-end delivery performance, including SLAs, KPIs, quality, compliance, customer experience, and operational efficiency. Serve as the primary point of contact for senior client stakeholders and drive strategic business relationships. Lead operational transformation initiatives involving automation, digitization, AI enablement, and process optimization. Drive governance, risk management, workforce planning, forecasting, and productivity improvement program. Support business growth through solutioning, operating model design, deal support, renewals, and expansion opportunities Manage operational budgets, cost optimization initiatives, and overall financial performance. Develop leadership capabilities and build a high-performing delivery organization.

Required Experience & Skills

18+ years of experience in US Healthcare BPO operations. Minimum 10+ years of leadership experience in Healthcare Contact Center operations. Strong expertise in Member Services and Provider Services operations. Proven experience managing large-scale healthcare payer operations. Strong understanding of SLA management, operational governance, quality frameworks, and process improvement. Experience handling senior client stakeholders and driving strategic engagements. Demonstrated success in leading transformation and continuous improvement initiatives. Strong financial acumen with experience managing budgets, productivity, and cost models.

Preferred Qualifications

Experience with healthcare payer platforms such as Facets, QNXT, PEGA, WGS, or similar systems. Exposure to analytics, automation, AI-enabled workflows, and digital transformation programs. Lean Six Sigma Green Belt or Black Belt certification. Healthcare industry certifications preferred. Experience supporting large deals, business development, and solutioning initiatives.

Education

Bachelor's or Master's degree in Business Administration, Healthcare Management, Life Sciences, or a related field.

Ideal Candidate

Strategic and customer-focused leader with strong business acumen Proven ability to lead large, complex healthcare operations. Strong stakeholder management, communication, and decision-making skills. Ability to thrive in a fast-paced and evolving business environment.

Interested candidates can share their updated resume at: rachna@