Assistant Vice President

Assistant Vice President (AVP) – Healthcare Operations

Company : Leading Healthcare BPO Company

Location : Hyderabad, Telangana (On-site / Hybrid as per operational needs)

Shift: US Shift / Night Shift (mandatory alignment with US healthcare clients)

Span of Control: 1,000 – 1,500+ FTEs (managed via Senior Managers/Directors)

Role Overview

We are looking for an experienced, high-impact Assistant Vice President – Healthcare Operations to lead large-scale business operations in Hyderabad. This executive leadership role is responsible for driving operational excellence, client relationship management, P&L ownership, and people governance across enterprise US Healthcare payer and/or provider accounts.

The ideal leader must bring deep domain expertise across the US Healthcare value chain, have a proven track record of managing massive delivery footprints (1,000–1,500+ headcounts), and thrive in a high-growth, technology-enabled BPO environment.

Key Responsibilities

1. Operational Delivery & SLA Governance

• Provide strategic direction and daily operational oversight for large-scale healthcare delivery teams (RCM, Claims Adjudication, Prior Authorization, Member/Provider Services, or Clinical Operations).

• Ensure strict adherence to contractual SLAs, turnaround times (TAT), quality benchmarks, and first-pass accuracy targets.

• Champion digital transformation, automation (RPA), and Lean/Six Sigma methodologies to drive continuous productivity improvements and unit-cost reduction.

2. Client Engagement & Account Growth

• Serve as the primary senior delivery point-of-contact for US healthcare clients, leading strategic business reviews (QBRs/MBRs).

• Build trusted client partnerships to drive organic account expansion, scope creep management, and CSAT scores above target.

• Manage complex escalations proactively with root-cause analysis (RCA) and preventive action planning.

3. P&L & Financial Management

• Drive end-to-end P&L accountability for the aligned healthcare vertical: managing revenue forecasting, gross margins, direct cost optimization, and seat utilization.

• Optimize resource allocation, shrinkage, billable hours, and capacity planning across multiple shifts and client lines of business.

4. People Leadership & Talent Management

• Direct a multi-tiered leadership structure (Directors, Senior Operations Managers, Team Leads, and front-line agents totaling 1,000–1,500+ FTEs).

• Drive structured talent retention strategies, succession planning, and leadership development programs to control operational attrition in night shift environments.

• Foster a culture of high performance, compliance awareness, and employee engagement.

5. Compliance & Risk Governance

• Enforce rigorous compliance with healthcare statutory regulations, including HIPAA, HITECH, PHI handling, SOC 2, and ISO standards.

• Ensure 100% audit readiness and manage internal/external risk assessments with zero tolerance for compliance breaches.

Required Qualifications & Experience

• Industry Experience: 16–22+ years of overall ITES/BPO experience, with at least 8–10 years strictly within US Healthcare Operations (Payer, Provider, RCM, or Claims).

• Span of Control: Proven, recent track record of managing 1,000 to 1,500+ active FTEs in a healthcare services setup.

• Shift Flexibility: 100% comfortable with and committed to working permanent US/Night shifts.

• Financial Acumen: Hands-on experience managing account-level P&L budgets of substantial scale.

• Education: Bachelor’s Degree required; Master’s/MBA from a premier institute strongly preferred.

• Certifications (Good to have): Six Sigma Black Belt / Lean Certified, CPC, or PMP.