: Director Operations (GCC) Clinical Abstraction

Position Summary The Director of Operations is the chief operational architect and delivery champion for the GCC-based healthcare clinical data abstraction. This role demands an elite operations management professional who excels at transforming strategic intent into flawless, high-velocity execution.

The Director is directly accountable for the daily, weekly, and monthly operational health of multi-tiered clinical abstraction processes. By blending rigorous capacity management, data-driven performance management, and continuous process optimization, the Director ensures the GCC consistently beats its SLAs, scales smoothly, and operates at peak cost-efficiency.

________________________________________

Key Responsibilities (Operations Management Focus)

1. High-Performance Operations & Execution Management

- Throughput & Velocity Control: Establish and enforce daily/weekly/monthly production baselines across all Operations functions. Manage backlog velocities to prevent processing bottlenecks.
- Variance & Exceptions Management: Implement strict variance-tracking systems to immediately catch, diagnose, and fix dips in individual, team, or process-level productivity and quality.
- Agile Workforce & Capacity Modeling: Design and scale sophisticated capacity models. Dynamically shift resources across different operations queues based on real-time inventory spikes, clearing backlogs without increasing headcount.
- Playbook & SOP Standardization: Own the creation, update, and strict enforcement of Standard Operating Procedures (SOPs)



across all lines of service to ensure operational continuity and zero single-point-of-failure risks.

1. Operational Excellence & Performance Metrics

- SLA/KPI Enforcement: Drive absolute accountability for critical operations metrics, including:
- Operational: Inventory Aging, Error Rates.
- Financial: Cost/transaction, Capacity Utilization.
- Root-Cause Analysis (RCA): Lead structural, data-driven RCAs into recurring process failures, quality issues. Institutionalize permanent fixes rather than short-term workarounds.
- Lean & Six Sigma Deployment: Apply Lean, Six Sigma, or similar methodologies to map value streams, eliminate waste, and optimize the processing lifecycle of a claim.

1. Real-Time Governance & Stakeholder Alignment

- Operations Reviews (WBR/MBR/QBR): Lead rigorous Weekly, Monthly, and Quarterly Business Reviews with onshore corporate leaders, providing granular visibility into performance data, operational risks, and recovery plans.
- Cross-Functional Operations: Partner with IT, Workforce Management (WFM), Quality, and Training teams to ensure the operational floor has the technical uptime and skilled talent required to hit goals.
- Incident Management & BCP: Own the Business Continuity Planning (BCP)



and Disaster Recovery execution frameworks for the Clinical division, guaranteeing zero revenue loss during disruptions.

1. People & Performance Architecture

- Span of Control Optimization: Structure operations to maintain optimal supervisor-to-agent ratios, ensuring robust floor support, active coaching, and tight quality control.
- Performance-Driven Culture: Establish clear, objective, and transparent performance tiering. Implement robust Performance Improvement Plans (PIPs) alongside aggressive reward/recognition programs to drive a high-performance culture.
- Leadership Succession: Actively build a strong management pipeline by coaching Senior Managers and Managers in advanced operations management, financial forecasting, and strategic planning.

________________________________________ Candidate Specifications & Qualifications

Education & Technical Certifications

- Required: Bachelors degree.

Experience & Core Competencies
- Operations Experience: 12+ years in US Healthcare, with at least 3+ years managing large-scale operations floors (~200 FTEs) within a captive GCC, Global Business Services (GBS), or tier-1 BPO.
- Metrics Expertise: Proven track record of turning around underperforming operations, clearing heavy backlogs, and consistently hitting tight SLAs.
- Workforce Management Mastery: Deep understanding of forecasting, capacity planning tools, and real-time operational dashboarding.
- Systems Familiarity: Strong operational grip on enterprise EHR/PM workflows (Epic, Cerner, NextGen, Athenahealth) and workflow routing engines.

📌 Director Operations (Mumbai)
🏢 Mindpool Technologies
📍 Mumbai