Location: Hyderabad, Kolkata, Mumbai, 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.

Key Responsibilities
Lead and manage large healthcare operations teams (200+ FTEs) across Member Services, Provider Services, Enrollment, Eligibility, and Contact Center function
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 prospects
Manage operational budgets, cost optimization initiatives, and overall financial performance.
Develop leadership capabilities and build a high-performing delivery organization.

Required Experience & Skills
15+ years of experience in US Healthcare BPO operations
Minimum 10+ years of leadership experience in Healthcare Contact Center operations.
Robust expertise in Member Services and Provider Services operations
Proven experience managing large-scale healthcare payer operations.
Solid 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 improve

📌 Delivery Leader Dindigul (India)
🏢 Latinum Hr Solutions
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