Job Description

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

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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.

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Key Responsibilities

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Business Excellence & Transformation

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- Define and execute the Business Excellence strategy across global payer operations.
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- Lead large-scale process transformation, standardization, automation, and digital initiatives .
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- Deliver measurable improvements in quality, productivity, TAT, cost, SLA, and customer experience .
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- Build and govern a strategic continuous improvement and transformation roadmap .
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Lean Six Sigma & Master Black Belt Leadership

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- Serve as the Lean Six Sigma Master Black Belt authority for Business Excellence.
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- Lead enterprise-level DMAIC, Kaizen, Value Stream Mapping, process optimization, and CI programs .
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- Build and mentor Black Belts, Green Belts, and Business Excellence teams.
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- Establish a strong Lean Six Sigma culture, governance, certification, and benefits-realization framework .
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Quality & Operational Excellence





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- Own the Quality Management framework across payer operations.
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- Establish governance, KPIs, controls, audit mechanisms, and performance standards.
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- Drive defect prevention, root-cause analysis, process controls, and sustained quality improvement .
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- Ensure consistent, compliant, and noiseless delivery across accounts and locations.
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US Healthcare Payer Expertise

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- 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 .
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- Translate payer business challenges into scalable operational excellence and transformation solutions .
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- Partner closely with senior payer stakeholders to improve service performance and business outcomes.
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Client, Financial & Executive Leadership

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- Act as a strategic advisor to US Healthcare Payer clients and C-suite stakeholders .
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- Lead executive discussions on quality, transformation, cost optimization, risk, productivity, and client value .
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- Identify opportunities for automation, analytics, transformation, and value expansion .
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- Ensure transformation programs deliver measurable financial and operational ROI .
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Digital, Analytics & Innovation

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- Partner with Technology, Automation, Analytics, and Operations teams to identify AI, automation, digital,



and analytics-led opportunities .
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- Use data-driven insights to improve operational performance and decision-making.
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Leadership & Capability Building

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- Lead and develop a high-performing global Business Excellence / Quality / Transformation organization.
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- Build leadership capability, succession pipelines, and a strong continuous-improvement culture.
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- Influence senior stakeholders across functions, accounts, and geographies.
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Mandatory Requirements

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- 14+ years of overall experience .
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- US Healthcare Payer experience – MUST HAVE.
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- BPO/BPM experience – MUST HAVE.
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- Lean Six Sigma Master Black Belt certification – MUST HAVE.
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- Significant experience in Business Excellence / Operational Excellence / Quality / Transformation / Continuous Improvement .
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- Strong understanding of US Healthcare Payer operations and operating models .
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- Demonstrated track record of improving quality, productivity, cost, SLA/TAT, and client experience .
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- Solid executive client management and stakeholder leadership experience.
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- Experience managing or influencing large, geographically distributed teams .
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Preferred

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

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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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📌 Director Business Excellence (Bengaluru)
🏢 Sagility
📍 Bengaluru