Director of BPO Operations (Insurance and Health)

Millennium 1 Solutions; Greater Sudbury; Remote; CAD 120,000 - 140,000; Full time

Job summary

A leading company is seeking a Director of BPO Operations specializing in insurance and healthcare. The role involves overseeing operations, ensuring client satisfaction, and driving compliance within a dynamic call center environment. The ideal candidate will have extensive leadership experience and a strong background in the healthcare sector, with a focus on operational efficiency and employee engagement.

Qualifications

• 5+ years of senior leadership experience in a contact center environment.
• Expertise in insurance and healthcare services.

Responsibilities

• Lead implementation and management of healthcare and insurance client programs.
• Develop service policies ensuring compliance with industry standards.
• Manage budgeting process and maintain accountability for budget adherence.

Skills

Leadership

Problem-Solving

Communication

Education

Post-secondary education in Business Administration

Job description

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters. A Career at NTT DATA Means :

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

Position Overview :

Are you an experienced, highly motivated Operations Leader with proven success in developing strategies, people, and solutions in a fast-paced, multi-faceted call center environment? Are you a leader that sets clear & challenging goals and then coaches to expected performance with a balanced focus on skill development, operational throughput, and client commitments? If so, read on….

We are seeking a professional leader who will be fully responsible for the day-to-day operations of our key healthcare and insurance accounts. The successful candidate will oversee the client relationship and all call center and back-office operations for this account. This individual will drive client satisfaction, oversee operations, and ensure adherence to healthcare and insurance-specific service standards and compliance requirements. The ideal candidate will champion operational policies, build employee engagement, and optimize workflows to consistently exceed client expectations. The Director of Operations will also deliver on key annual objectives while maintaining financial efficiency and accountability.

• Position : Director of BPO Operations (Insurance and Health)
• Position Status : Full Time, Permanent
• Salary : $120,000-$140,000 (CAD / Year)
• Location : Residents of Ontario, Quebec, Manitoba, or Alberta (Toronto based would be an asset)
• Work Setup :
• Remote outside of GTA, with the ability to travel 10-15% of time
• Within GTA - Hybrid at Head Office
• Other Requirements : Willing and Eligible to obtain Government Protected B Clearance (Details below)
• Reports to : VP, Global Operations
• Only Candidates with previous Call Center Leadership Experience within the Insurance and Health verticals will be considered Responsibilities :
• Lead the implementation and ongoing management of healthcare and insurance client programs across multiple sites.
• Develop service policies tailored to healthcare and insurance verticals, ensuring compliance with industry standards and regulations.
• Manage contractual service standards and implement initiatives to lower costs while improving the quality of customer care for insurance and healthcare accounts.
• Oversee the budgeting process and maintain accountability for budget adherence for the account.
• Act as a mentor and coach to Management teams, ensuring alignment with healthcare and insurance-specific training goals, compliance requirements, and service expectations.
• Ensure performance management strategies employed by direct reports foster supervisor and employee development in the healthcare and insurance verticals.
• Collaborate with corporate departments, including IT, Legal, and Corporate Security, to improve operational effectiveness and regulatory compliance
• Lead continuous improvement initiatives to improve cx delivery via automation, workflow optimization and customer satisfaction by leveraging data-driven insights and aligning operational strategies with the unique needs of healthcare and insurance clients.
• Build and maintain relationships with stakeholders, both internally and externally, to deepen client engagement and ensure smooth operations within healthcare and insurance-focused accounts.
• Ensure resources are effectively allocated to meet service level objectives and Contact Centre KPIs, with a specific focus on healthcare and insurance standards.

Requirements :

• 5+ years of senior leadership experience in a contact center environment, with an expertise on insurance and healthcare services (Mandatory).
• Post-secondary education in Business Administration or a related field.
• Strong organizational and planning skills, with experience managing teams in regulated environments.
• Entrepreneurial spirit with the ability to initiate and direct solutions tailored to healthcare and insurance client needs.
• Proven problem-solving and analytical skills, with the ability to navigate the complexities of healthcare and insurance processes.
• Exceptional interpersonal skills for developing and maintaining strong relationships with clients, employees, and stakeholders in the healthcare and insurance sectors.
• Ability to inspire and motivate staff, with a focus on implementing new initiatives.
• Financial acumen with the ability to balance quality assurance and cost objectives within regulated industries.
• Passionate coach and mentor with a commitment to employee engagement and skill development in the context of healthcare and insurance accounts.
• Excellent communication skills (listening / verbal / written) with the ability to navigate sensitive healthcare and insurance conversations.

For this role, our client requires the successful completion of Protected B / PERC security clearance.

• What is Protected B / PERC Clearance? The Government of Canada Protected B security level is for sensitive government information and protected assets. You must be a Canadian Citizen or have been in Canada for a minimum of 5 years consecutively.
• Do you already have a protected B / PERC Clearance? If yes, you will not be required to complete another protected B / PERC security clearance to qualify for this role.

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