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, productive 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.

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