General Position Information

Reports directly to (Title): AVP Operations

Matrix reports to (Title): As applicable based on functional alignment

Direct Reports: Yes, direct reports

Created / Last Revised: -

Job Code: -

Position Summary The Operations Director is responsible for providing direct supervision and leadership for the Service Center leaders, analysts and staff.

The Operations

Director will ensure all service level agreements are met, and tasks are completed in an accurate, timely, efficient manner and in full compliance with all legislative requirements and company policies. The Director will collaborate with key stakeholders to identify areas for operational enhancement, develop strategies to improve performance and ensure measurable results through extensive analysis. The Director is also responsible for driving organizational efficiency and execution across multiple functional areas while complying with corporate policy and procedures.

Responsibilities

Performance Reporting &

- Insights

- Review and analyze metrics on an ongoing basis to help continuously improve service center operations.
- Collaborate with stakeholders to develop strategies to meet business needs and improve the customer experience.
- Ensure staffing and resources are prioritized by department and aligned to budget.
- Partner with AVP to oversee all aspects of key performance indicators for the Service Center.
- Deliver coaching and guidance to improve staff performance and capabilities, create an environment that promotes team orientation and build leader confidence.
- Provide subject matter expertise and support for all service center tasks, escalations, system updates, etc. in an effort to improve processes.
- Oversee the planning and drive execution for project initiatives as needed.
- Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, and regular interpersonal communication.
- Provide oversight and direction.

Operational Support &

- Process Improvement

- Applies Agile methodologies and continuous process improvement practices, including Lean, Six Sigma, and other frameworks, to evaluate workflows, identify inefficiencies and root causes, prioritize opportunities, and implement sustainable process and service delivery improvements.
- Leverages advanced analytics (e.g., predictive modeling, machine learning, data mining, prescriptive analysis, visualization), artificial intelligence (AI), and emerging technologies to forecast trends, generate actionable insights, automate and streamline processes, expand self-service capabilities, and identify innovative solutions that enhance the employee,



candidate, and HR user experience.
- Map current workflows, document procedures, and recommend improvements that reduce manual effort and improve cycle time, quality, or service.
- Track operational action items, follow through on open issues, and coordinate with stakeholders to ensure timely completion of deliverables.
- Support implementation of new tools, reporting enhancements, process controls, or business initiatives through testing, documentation, and adoption activities.

Cross-Functional Partnership

- Partner with COE’s, HRVP’s, HRIS and ITG Leaders, Managers, Employees, Vendors and other HROC Service Group leaders.

Data Quality, Governance &

- Compliance

- Will utilize GHR, Lawson, Trinisys, HRI Dashboards, Case Management, Kronos, Outlook and adhere to internal policies, confidentiality standards, and documentation requirements while handling business information and sensitive data.
- Contribute to a culture of continuous improvement, accountability, and customer-focused execution.

Education &

- Experience

- Bachelor's degree —
- Required.
- 7+ years of relevant work experience —
- Required.
- 1+ year(s) of experience in HR Service center —
- Preferred.

Must Have Skills

- Service and Quality Excellence: Ability to demonstrate an uncompromising commitment to delivering exceptional care to create an unmatched value proposition for our patients.
- Employs Effective Methods to Improve: Ability to apply Agile methodologies and continuous process improvement practices, including Lean, Six Sigma, and other improvement frameworks, to evaluate workflows, identify root causes and inefficiencies, prioritize opportunities, and implement sustainable improvements that enhance processes, operational performance, and service delivery.
- AI &
- Emerging Technology Innovator: Ability to apply artificial intelligence (AI) and emerging technologies to uncover insights, optimize and automate processes, enable self-service capabilities, and develop innovative solutions that improve operational effectiveness and the employee, candidate, and HR user experience.
- Advanced Analytics Designer and Interpreter: Ability to apply advanced analytics (e.g., predictive modeling, machine learning, data mining, prescriptive analysis,



and data visualization) to uncover insights, identify trends and opportunities, inform decision-making, and drive improved business and operational outcomes.
- Honor our Mission and Values: Ability to build trust and act with authenticity to cultivate a culture of dignity and respect.
- Effective Decision Making: Ability to make timely, informed decisions that are in the best interest of our patients, employees, providers, community and HCA.
- Attain and Leverage Strategic Relationships: Ability to develop and strengthen collaborative relationships with both internal and external stakeholders to advance the care of our patients and the growth of HCA.
- Communicate with Impact: Ability to deliver information in a clear, concise, and compelling manner to effectively engage others and achieve desired results.
- Achieve Success through Change: Ability to identify opportunities for improvement and innovation, remove barriers and resistance, and enable desired behaviors.
- Technology and Media Integrator: Ability to use technology and social media to drive/create high performing organizations.
- Strong analytical and problem-solving skills, with the ability to translate data into practical business insights.
- Advanced proficiency in Excel and presentation tools; comfortable working with large data sets, pivots, lookups, and structured trackers.
- Strong written and verbal communication skills, including the ability to tailor updates for leadership and cross-functional audiences.
- Ability to organize work independently, manage multiple priorities, and follow through with a high level of accuracy and ownership.
- Proven stakeholder management skills and comfort working in a matrixed, cross-time-zone environment.

Nice To Have Skills

- Exposure to process improvement methodologies such as Lean, Six Sigma, or structured problem-solving frameworks.
- Prior experience in healthcare, global capability center operations, shared services, or a highly regulated environment.

Licenses, Certifications &

- Training

N/A Knowledge, Skills, Abilities, Behaviors

- Demonstrates curiosity, business acumen, and sound judgment when assessing issues and recommending next steps.
- Shows attention to detail, ownership, and reliability in managing recurring deliverables and follow-up actions.
- Works collaboratively, builds trust with stakeholders, and remains responsive in a service-oriented workplace.
- Communicates clearly, adapts to ambiguity, and remains organized while balancing multiple priorities.
- Handles confidential information appropriately and upholds ethical standards in day-to-day work.

📌 Director - HR Operations (Hyderabad)
🏢 HCA Healthcare - India
📍 Hyderabad