Role description

Job Description: 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, E&B;, 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 P&L; components (cost, productivity, utilization, margins) Drive efficiency improvements and cost optimization (onshore/offshore leverage) Support business growth via solutioning inputs, RFP responses, and BAFO discuss

📌 Manager II (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram