Job Description Assistant Vice President (AVP) – Healthcare Operations n Company: Leading Healthcare BPO Company n Location: Hyderabad, Telangana (In office / Hybrid as per operational needs) n Shift: US Shift / Night Shift (mandatory alignment with US healthcare clients) n Span of Control: 1,000 – 1,500+ FTEs (managed via Senior Managers/Directors) n Role Overview n We are looking for an experienced, high-impact Assistant Vice President – Healthcare Operations to lead large-scale business operations in Hyderabad. This executive leadership role is responsible for driving operational excellence, client relationship management, P&L; ownership, and people governance across enterprise US Healthcare payer and/or provider accounts. n The ideal leader must bring deep domain expertise across the US Healthcare value chain, have a proven track record of managing massive delivery footprints (1,000–1,500+ headcounts), and thrive in a high-growth, technology-enabled BPO environment. n Key Responsibilities n 1. Operational Delivery & SLA Governance n • Provide strategic direction and daily operational oversight for large-scale healthcare delivery teams (RCM, Claims Adjudication, Prior Authorization, Member/Provider Services, or Clinical Operations). n • Ensure strict adherence to contractual SLAs, turnaround times (TAT), quality benchmarks, and first-pass accuracy targets. n • Champion digital transformation, automation (RPA), and Lean/Six Sigma methodologies to drive continuous productivity improvements and unit-cost reduction. n 2. Client Engagement & Account Growth n • Serve as the primary senior delivery point-of-contact for US healthcare clients, leading strategic business reviews (QBRs/MBRs). n • Build trusted client partnerships to drive organic account expansion, scope creep management, and CSAT scores above target.



n • Manage complex escalations proactively with root-cause analysis (RCA) and preventive action planning. n 3. P&L; & Financial Management n • Drive end-to-end P&L; accountability for the aligned healthcare vertical: managing revenue forecasting, gross margins, direct cost optimization, and seat utilization. n • Optimize resource allocation, shrinkage, billable hours, and capacity planning across multiple shifts and client lines of business. n 4. People Leadership & Talent Management n • Direct a multi-tiered leadership structure (Directors, Senior Operations Managers, Team Leads, and front-line agents totaling 1,000–1,500+ FTEs). n • Drive structured talent retention strategies, succession planning, and leadership development programs to control operational attrition in night shift environments. n • Foster a culture of high performance, compliance awareness, and employee engagement. n 5. Compliance & Risk Governance n • Enforce rigorous compliance with healthcare statutory regulations, including HIPAA, HITECH, PHI handling, SOC 2, and ISO standards. n • Ensure 100% audit readiness and manage internal/external risk assessments with zero tolerance for compliance breaches. n Required Qualifications & Experience n • Industry Experience: 16–22+ years of overall ITES/BPO experience, with at least 8–10 years strictly within US Healthcare Operations (Payer, Provider, RCM, or Claims). n • Span of Control: Proven, recent track record of managing 1,000 to 1,500+ active FTEs in a healthcare services setup. n • Shift Flexibility: 100% comfortable with and committed to working permanent US/Night shifts. n • Financial Acumen: Hands-on experience managing account-level P&L; budgets of substantial scale. n • Education: Bachelor's Degree required; Master's/MBA from a premier institute strongly preferred. n • Certifications (Good to have): Six Sigma Black Belt / Lean Certified, CPC, or PMP.

📌 Assistant Vice President (Hyderabad)
🏢 Leading Healthcare BPO
📍 Hyderabad