Job Description

Role Overview
The Manager/Senior Manager - Operations will lead and oversee end-to-end operational delivery for the healthcare record retrieval line of business within a dynamic BPO/ITES environment. This role drives operational governance, process excellence, compliance adherence, and strong stakeholder management. The ideal leader will bring healthcare domain familiarity, proven experience managing large operations units, and the ability to deliver seamless service aligned with client SLAs and regulatory requirements.
Roles & Responsibilities
1. Operational Governance & Reporting

• Oversee daily operations for the healthcare record retrieval process, acting as a strategic liaison between internal teams, client stakeholders, and external partners.

• Analyze operational performance using dashboards and reporting tools, identifying trends and implementing proactive actions to maintain SLA compliance and operational competitiveness.

• Conduct periodic reviews of key performance metrics and share data-driven insights with senior leadership.

• Identify operational risks and collaborate with cross-functional teams to develop and implement effective controls.

• Strategically align team responsibilities based on business needs, operational volumes, and stakeholder expectations.

• Conduct talent and skill matrix assessments; oversee recruitment, onboarding, and workforce alignment for continued operational readiness.

2. Problem Analysis & Resolution

• Build managerial capability by training operations managers in root cause analysis, problem-solving methodologies, and structured decision-making.

• Identify opportunities for process optimization across the record retrieval workflow; lead transformation initiatives leveraging Lean, Six Sigma, or similar methodologies.

3. Stakeholder Management & Client Relationship

• Lead all client-facing engagements, ensuring clear, timely, and proactive communication to maintain high client confidence and satisfaction.

• Interpret organizational, client, and operational requirements and translate them into actionable strategies.

• Deliver scheduled and ad-hoc operational, performance, and financial governance reports.

4. Business Focus, SLA Management & Compliance

• Monitor SLA performance closely to prevent revenue loss and identify opportunities for operational expansion within the healthcare portfolio.

• Ensure adherence to ISO and internal compliance frameworks, meeting all audit requirements and implementing corrective actions where needed.

• Proactively manage compliance observations and strengthen internal controls within the record retrieval process.

5. Employee Engagement & Leadership

• Foster a culture of continuous learning, accountability, and professional development across the operations teams.

• Conduct regular touchpoints with teams and managers to assess challenges, address capability gaps, and drive timely interventions.

• Support business unit performance through constructive coaching, structured feedback, and effective rewards and recognition programs.

6. P&L Ownership

• Responsible for overall Profit & Loss management, ensuring revenue growth, cost control, and operational efficiency.

Requirements

• 10+ years of strong operations management experience in BPO/ITES, ideally with exposure to healthcare processes or record retrieval operations.

• Proven capability in leading large teams or business units in a fast-paced outsourcing environment.

• Strong analytical, planning, and data interpretation skills with the ability to present insights effectively.

• Deep understanding of performance metrics, SLA management, and stakeholder governance across global healthcare clients.

• Experience managing client SLAs, representing business delivery in governance sessions, and contributing to transformation and automation initiatives.

• Strategic thinker with the ability to drive innovation, motivate teams, and influence outcomes.

• Flexibility to work in a 24x7 operational environment as required.

• Working knowledge of Lean, Six Sigma, and continuous improvement methodologies; certifications preferred.

• Knowledge of healthcare compliance considerations (HIPAA, PHI handling, regulatory expectations) is an advantage

Skills Required