Position : Delivery Leader (US Healthcare Contact Center)

Experience: 18+ years

Location : Pune/ Hyderabad/ Kolkata/ NCR/ Mumbai

Industry : Healthcare BPO

About Latinum:

Latinum is seeking an experienced Delivery Leader to lead large-scale US Healthcare Contact Center Operations. The ideal candidate will have extensive experience managing member and provider services for US healthcare payers, driving operational excellence, client satisfaction, business transformation, and financial performance. This role requires a strategic leader capable of managing complex delivery environments while leading digital transformation and business growth initiatives.

Key Responsibilities

- Lead and manage large-scale US Healthcare Contact Center operations supporting 200–400+ FTEs.
- Oversee operations across Member Services, Provider Services, Eligibility, Enrollment, Claims Support, and related healthcare processes.
- Ensure achievement of operational KPIs, SLAs, quality, compliance, customer satisfaction, and productivity targets.
- Establish strong governance frameworks and drive delivery excellence across multiple business functions.
- Act as the primary point of contact for senior client stakeholders, ensuring alignment with business objectives and delivery expectations.
- Support business growth by contributing to solutioning, operating model design, pricing discussions, and client pursuits.
- Identify operational risks and implement mitigation strategies to ensure uninterrupted service delivery.
- Lead transformation initiatives leveraging Automation, AI, Analytics,



and Digital technologies to improve operational efficiency.
- Drive continuous improvement initiatives using Lean Six Sigma methodologies.
- Own operational budgets, workforce planning, forecasting, productivity, and cost optimization.
- Develop leadership capability by mentoring Managers and Senior Managers while fostering a high-performance culture.
- Drive employee engagement, talent development, and retention across the organization.

Required Skills & Experience

- 18+ years of experience in US Healthcare Operations, with a significant focus on Contact Center delivery.
- Minimum 10+ years of leadership experience managing large healthcare contact center teams.
- Strong expertise in US Healthcare Member Services (mandatory) along with Provider Services.
- Experience managing healthcare operations including:
- Member Services
- Provider Services
- Claims Support
- Eligibility
- Enrollment
- Proven experience leading large teams and managing end-to-end service delivery.
- Strong understanding of operational governance, SLA management, quality, compliance, workforce management, and customer experience.
- Experience managing operational budgets, productivity, cost optimization,



and financial performance.
- Solid stakeholder management and executive-level communication skills.
- Demonstrated experience leading transformation initiatives involving Automation, AI, Analytics, and Digital technologies.
- Ability to lead business expansion initiatives, solutioning, and strategic client engagements.

Preferred Skills

- Hands-on experience with US Healthcare payer platforms such as Facets, QNXT, PEGA, WGS, and payer portals.
- Lean Six Sigma Green Belt or Black Belt certification.
- Experience in operational excellence and continuous improvement programs.
- Exposure to AI-enabled workflows, analytics-driven operations, and digital transformation initiatives.
- Experience supporting business development, deal pursuits, and solution design.

Educational Qualification

- Bachelor's degree required.
- Master's degree (MBA or equivalent) preferred.
- Healthcare industry certifications will be an added advantage.

Ideal Candidate Profile

- Strategic and customer-focused leader with strong business acumen.
- Proven ability to lead large, complex healthcare delivery organizations.
- Strong problem-solving, decision-making, and change management capabilities.
- Excellent communication and stakeholder management skills.
- High ownership, accountability, and ability to thrive in dynamic business environments.
- Experience contributing to new business pursuits, solutioning, and operational transformation.

Interested candidates can share their profiles to and

📌 CEM Delivery Lead - Healthcare BPO (Delhi)
🏢 Latinum Hr Solutions
📍 Delhi