Role: Director Business Excellence
Location: AMR Tech Park - Bangalore
Relevant Experience: 20+Years
Reports to: VP – Business Excellence
Work Mode: WFO / Hybrid
Industry: BPM/BPO US Healthcare
Mandatory Skills required: TQM & BPO/BPM US Healthcare Global Payer Back Office Operations

Job Summary
The Director – Business Excellence will lead enterprise-wide Business Excellence, Quality, Transformation, and Operational Excellence across global US Healthcare Payer back-office operations . This role will drive quality, productivity, cost optimization, process transformation, automation, governance, and client value across multiple payer accounts and delivery locations, with a clear focus on noiseless operations and measurable business outcomes . US Healthcare Payer experience, BPO/BPM experience, and Lean Six Sigma Master Black Belt certification are mandatory.
Key Responsibilities
Business Excellence & Transformation
Define and execute the Business Excellence strategy across global payer operations.
Lead large-scale process transformation, standardization, automation, and digital initiatives .
Deliver measurable improvements in quality, productivity, TAT, cost, SLA, and customer experience .
Build and govern a strategic continuous improvement and transformation roadmap .
Lean Six Sigma & Master Black Belt Leadership
Serve as the Lean Six Sigma Master Black Belt authority for Business Excellence.
Lead enterprise-level DMAIC, Kaizen, Value Stream Mapping, process optimization, and CI programs .
Build and mentor Black Belts, Green Belts, and Business Excellence teams.
Establish a solid Lean Six Sigma culture, governance, certification, and benefits-realization framework .
Quality & Operational Excellence




Own the Quality Management framework across payer operations.
Establish governance, KPIs, controls, audit mechanisms, and performance standards.
Drive defect prevention, root-cause analysis, process controls, and sustained quality improvement .
Ensure consistent, compliant, and noiseless delivery across accounts and locations.
US Healthcare Payer Expertise
Provide strong functional leadership across Claims, Payment Integrity, Provider Operations, Enrollment & Eligibility, Appeals & Grievances, Utilization Management, Prior Authorization, Provider Data, and other payer back-office functions .
Translate payer business challenges into scalable operational excellence and transformation solutions .
Partner closely with senior payer stakeholders to improve service performance and business outcomes.
Client, Financial & Executive Leadership
Act as a strategic advisor to US Healthcare Payer clients and C-suite stakeholders .
Lead executive discussions on quality, transformation, cost optimization, risk, productivity, and client value .
Identify opportunities for automation, analytics, transformation, and value expansion .
Ensure transformation programs deliver measurable financial and operational ROI .
Digital, Analytics & Innovation
Partner with Technology, Automation, Analytics, and Operations teams to identify AI, automation, digital,



and analytics-led opportunities .
Use data-driven insights to improve operational performance and decision-making.
Leadership & Capability Building
Lead and develop a high-performing global Business Excellence / Quality / Transformation organization.
Build leadership capability, succession pipelines, and a strong continuous-improvement culture.
Influence senior stakeholders across functions, accounts, and geographies.
Mandatory Requirements
14+ years of overall experience .
US Healthcare Payer experience – MUST HAVE.
BPO/BPM experience – MUST HAVE.
Lean Six Sigma Master Black Belt certification – MUST HAVE.
Significant experience in Business Excellence / Operational Excellence / Quality / Transformation / Continuous Improvement .
Strong understanding of US Healthcare Payer operations and operating models .
Demonstrated track record of improving quality, productivity, cost, SLA/TAT, and client experience .
Strong executive client management and stakeholder leadership experience.
Experience managing or influencing large, geographically distributed teams .

Preferred
MBA / equivalent postgraduate qualification.
PMP / PRINCE2, COPC, ISO 9001, or other relevant Business Excellence certifications.
Strong exposure to AI, automation, analytics, digital transformation, and intelligent process optimization .
Experience managing complex global US Healthcare Payer accounts .

Leadership Profile
Strategic Leadership | Executive Presence | Payer Expertise | Transformation | Lean Six Sigma | Quality Excellence | Client Leadership | Financial Acumen | Digital Mindset | Change Leadership | Talent Development

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