Location Hyderabad/Mumbai

Position Overview Seeking a strategic and data-driven Senior Manager/Associate Director to lead workforce management operations for our India-based delivery teams. This is a key leadership role responsible for optimizing team capacity, managing resource allocation, and providing real-time visibility to senior leadership.

The ideal candidate will combine operational excellence with strategic thinking to ensure our workforce meets aggressive targets while maintaining quality and compliance standards

**Key Responsibilities

- Capacity Planning, Forecasting & Resource Optimization.
- Develop and maintain comprehensive capacity models for the India-based workforce across all RCM function.
- Conduct monthly, quarterly and annual capacity planning exercises; forecast resource needs based on business growth and volume projections.
- Identify and recommend optimal team structure, roles, and FTE requirements to meet SLAs and profitability targets.
- Collaborate with process owners to establish productivity benchmarks and resource allocation frameworks.
- Analyze skill gaps and create targeted upskilling plans to maximize resource utilization.
- Volume & Outflow Management a. Monitor daily/weekly/monthly inflow volumes across all RCM process lines (patient demographics, claims, coding, AR, etc.).
- Track outflow metrics and turnaround times; identify bottlenecks and implement mitigation strategies.
- Establish and maintain SLA compliance dashboards with real-time visibility into process metrics.
- Prepare variance analyses and root-cause assessments for volume/quality deviations.
- Recommend process improvements and resource reallocations based on volume trends.
- Headcount & Staffing Oversight
- Manage overall headcount budgets and FTE utilization across the India center.
- Track hiring plans, onboarding timelines, and attrition rates; proactively address staffing shortfalls.
- Coordinate with HR and recruitment on talent pipeline development,



especially for specialized RCM roles.
- Monitor team composition by seniority level, skill set, and process expertise.
- Ensure compliance with workforce policies and audit requirements.
- Target & Performance Management a. Establish and communicate quarterly/annual targets for team productivity, quality, and efficiency metrics.
- Monitor individual and team performance against targets; implement corrective actions for underperformance.
- Develop incentive alignment strategies that drive performance while maintaining work-life balance.
- Track and report on KPIs including cost per claim processed, denial rate, resolution time, and team utilization
- Capacity Gap Analysis & Resolution
- Identify and quantify capacity gaps (understaffing, skill gaps, process inefficiencies).
- Propose solutions including hiring, automation, process redesign, or offshore expansion.
- Develop business cases for capacity investments with ROI projections.
- Prioritize gap closure initiatives and track progress against timeline and budget
- Leadership Visibility & Reporting a. Design and maintain executive dashboards providing real-time insights into workforce health, capacity utilization, and performance trends.
- Generate weekly scorecards, monthly operational reviews, and quarterly business reviews for senior leadership.
- Prepare data visualizations and trend analyses for C-suite stakeholder communication.
- Conduct regular deep-dives on metric variances and present strategic recommendations.
- Ensure all reporting meets governance and compliance requirements.




- WFM Team Leadership & Development a. Lead, mentor, and develop a team of WFM analysts and coordinators.
- Foster a high-performance culture focused on excellence, continuous improvement, and compliance.
- Conduct regular 1:1s, performance reviews, and career development planning sessions.
- Champion process improvements and lean initiatives; drive adoption across the team.
- Build robust cross-functional partnerships with process owners, quality, compliance, and finance teams
- Process Improvement & Efficiency a. Identify opportunities for automation, process optimization, and cost reduction
- Partner with technical teams on RPA, workflow automation, and analytics tool implementations
- Implement best practices in workforce planning and resource optimization
- Monitor and improve turnover, retention, and employee engagement metrics

Required Qualifications** a. Bachelor's degree.

- 14+ years of experience in operations, workforce management, and business analytics (healthcare/RCM experience strongly preferred).
- 5+ years in a supervisory or management role with P&L; accountability.
- Strong proficiency in data analytics tools such as Excel, RStudio, Tableau, Power BI and SQL database query.
- Demonstrated experience developing and managing dashboards and KPI reporting systems.
- Proven track record in capacity planning, headcount management, and resource optimization.
- Strong analytical and problem-solving skills with ability to translate data into actionable insights.
- Excellent communication skills; ability to present complex data to executive audiences.
- Experience working with remote teams across time zones and geographies.
- Working knowledge of healthcare billing, claims processing, and RCM processes preferred.
- Certification in Business Analytics, Six Sigma, or Project Management
- Exposure to process mining, workflow optimization, and BPO operations

📌 Director (Hyderabad)
🏢 Infinx
📍 Hyderabad