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 solid 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 ret

📌 Delivery Lead (Pune)
🏢 Latinum Hr Solutions
📍 Pune