BPO Manager - Healthcare Role Summary The BPO Manager is accountable for end-to-end service delivery, operational excellence, and client satisfaction across healthcare payer BPO workstreams. This role leads multi-functional teams spanning Claims, Enrollment Billing, Provider Operations, Product Configuration, Contact Center,Clinical management ensuring SLA adherence, quality, productivity, and transformation outcomes. The ideal candidate brings deep US healthcare domain expertise with hands-on or supervisory exposure to payer platform and a proven ability to operate and scale high-performance BPO delivery models. Key Responsibilities 1. Service Delivery Operations Ownership Own end-to-end delivery across assigned workstreams (Claims, EB, PDM, Contact Center, etc.) aligned to contractual SLAs Drive consistent performance across quality, productivity, TAT, and cost benchmarks Ensure adherence to SOPs, compliance frameworks (HIPAA/CMS), and audit readiness Lead queue management, workload balancing, and capacity optimization across geographies 2.



Client Stakeholder Management Act as the primary operations interface for client counterparts Drive governance cadence (weekly/monthly reviews, SLA reporting, RCA discussions) Build solid relationships and proactively identify opportunities for value addition and expansion 3. Continuous Improvement Transformation Lead process transformation initiatives using Lean, Six Sigma, and automation levers Identify opportunities for AI/automation, workflow optimization, and cost reduction Drive RCA-based improvements to enhance quality and prevent defect leakage Champion best practices across operations and standardize processes 4. Financial Commercial Management Own unit-level PL components (cost, productivity, utilization, margins) Drive efficiency improvements and cost optimization (onshore/offshore leverage) Support business growth via solutioning inputs, RFP responses, and BAFO discussions 5. People Leadership Talent Development Ma

📌 Manager II (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram