Director Operations

Job Description: Director Operations (GCC) Clinical Abstraction

Position Summary

The Director of Operations is the chief operational architect and delivery champion for the GCC-based healthcare clinical data abstraction. This role demands an elite operations management professional who excels at transforming strategic intent into flawless, high-velocity execution.

The Director is directly accountable for the daily, weekly, and monthly operational health of multi-tiered clinical abstraction processes. By blending rigorous capacity management, data-driven performance management, and continuous process optimization, the Director ensures the GCC consistently beats its SLAs, scales smoothly, and operates at peak cost-efficiency.

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Key Responsibilities (Operations Management Focus)

1. High-Performance Operations & Execution Management

• Throughput & Velocity Control: Establish and enforce daily/weekly/monthly production baselines across all Operations functions. Manage backlog velocities to prevent processing bottlenecks.
• Variance & Exceptions Management: Implement strict variance-tracking systems to immediately catch, diagnose, and fix dips in individual, team, or process-level productivity and quality.
• Agile Workforce & Capacity Modeling: Design and scale sophisticated capacity models. Dynamically shift resources across different operations queues based on real-time inventory spikes, clearing backlogs without increasing headcount.
• Playbook & SOP Standardization: Own the creation, update, and strict enforcement of Standard Operating Procedures (SOPs) across all lines of service to ensure operational continuity and zero single-point-of-failure risks.

2. Operational Excellence & Performance Metrics

• SLA/KPI Enforcement: Drive absolute accountability for critical operations metrics, including:
• Operational: Inventory Aging, Error Rates.
• Financial: Cost/transaction, Capacity Utilization.
• Root-Cause Analysis (RCA): Lead structural, data-driven RCAs into recurring process failures, quality issues. Institutionalize permanent fixes rather than short-term workarounds.
• Lean & Six Sigma Deployment: Apply Lean, Six Sigma, or similar methodologies to map value streams, eliminate waste, and optimize the processing lifecycle of a claim.

3. Real-Time Governance & Stakeholder Alignment

• Operations Reviews (WBR/MBR/QBR): Lead rigorous Weekly, Monthly, and Quarterly Business Reviews with onshore corporate leaders, providing granular visibility into performance data, operational risks, and recovery plans.
• Cross-Functional Operations: Partner with IT, Workforce Management (WFM), Quality, and Training teams to ensure the operational floor has the technical uptime and skilled talent required to hit goals.
• Incident Management & BCP: Own the Business Continuity Planning (BCP) and Disaster Recovery execution frameworks for the Clinical division, guaranteeing zero revenue loss during disruptions.

4. People & Performance Architecture

• Span of Control Optimization: Structure operations to maintain optimal supervisor-to-agent ratios, ensuring strong floor support, active coaching, and tight quality control.
• Performance-Driven Culture: Establish clear, objective, and transparent performance tiering. Implement robust Performance Improvement Plans (PIPs) alongside aggressive reward/recognition programs to drive a high-performance culture.
• Leadership Succession: Actively build a strong management pipeline by coaching Senior Managers and Managers in advanced operations management, financial forecasting, and strategic planning.

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Candidate Specifications & Qualifications

Education & Technical Certifications

• Required: Bachelors degree.

Experience & Core Competencies

• Operations Experience: 12+ years in US Healthcare, with at least 3+ years managing large-scale operations floors (~200 FTEs) within a captive GCC, Global Business Services (GBS), or tier-1 BPO.
• Metrics Expertise: Proven track record of turning around underperforming operations, clearing heavy backlogs, and consistently hitting tight SLAs.
• Workforce Management Mastery: Deep understanding of forecasting, capacity planning tools, and real-time operational dashboarding.
• Systems Familiarity: Strong operational grip on enterprise EHR/PM workflows (Epic, Cerner, NextGen, Athenahealth) and workflow routing engines.