Associate Director-Medical Record Retrieval

Annova Solutions; Indore District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Annova Solutions Corp. is seeking an Associate Director-Medical Record Retrieval to oversee a large BPO/ITES operations unit. You will lead performance governance, manage customer relationships, and drive continuous improvement through data-driven insights.

The role requires deep experience in operations management, strong planning and analytics skills, and a proactive approach to risk and compliance within a 24x7 environment.

Qualifications

• Over 10 years of robust operations management experience in BPO/ITES.
• Experience leading a large operations unit/line of business in a dynamic environment.
• Strong planning skills with the ability to interpret, analyze, and present data effectively.
• In-depth knowledge of performance metrics and stakeholder management.
• Experience in Client SLA management and adherence, representing business/delivery for transformation projects.
• Creative and strategic thinker with the ability to foster similar attributes within the team.
• Willingness to work in a 24x7 operations environment, with knowledge of Lean and Six Sigma.

Responsibilities

• Oversee operations for the assigned line of business, acting as a proficient liaison between internal and external stakeholders.
• Analyze and address performance trends through dashboards, implementing proactive measures to ensure competitive operations governance aligned with contracted SLAs.
• Periodically review and report line of business metrics to senior leadership, providing insights into performance improvement areas.
• Identify and manage operational risks, implementing effective controls in collaboration with the team.
• Strategically allocate responsibilities within the business unit, aligning them with evolving business and stakeholder requirements.
• Conduct regular talent and skill matrix reviews, governing recruitment and onboarding of operations staff with a focus on skill-based alignment.

Skills

Planning skills

Data analysis

Lean Six Sigma

Job description

Associate Director-Medical Record Retrieval

• Oversee operations for the assigned line of business, acting as a proficientliaison between internal and external stakeholders.
• Analyze and address performance trends through dashboards, implementing proactive measures to ensure competitive operations governance aligned with contracted SLAs.
• Periodically review and report line of business metrics to senior leadership, providing insights into performance improvement areas.
• Identify and manage operational risks, implementing effective controlsin collaboration with
• Strategically allocate responsibilities within the business unit, aligning them with evolving business and stakeholder requirements.
• Conduct regular talent and skill matrix reviews, governing recruitment and onboarding of operations staff with a focus on skill-based alignment.

Problem Analysis and Resolution:

• Train operational managers on identifying and addressing core challenges, fostering a solution-oriented approach.
• Identify opportunities for process improvement, coordinating and implementing various

Stakeholder Management, Client Relationship:

• Lead stakeholder engagements, ensuring effective client communication through available channels to maintain positive customer sentiment.
• Interpret organization, business, and client requirements with an agile approach.
• Provide scheduled and ad-hoc governance and financial reporting.

Business Focus, SLA & Compliance:

• Monitor performance SLAs, prevent incentive and revenue loss, and identify areas for operational expansion within line of businesses.
• Ensure adherence to ISO/PCI compliance controls, meeting auditrequirements, and implementing effective controls on identified alerts.

Employee Centricity:

• Motivate teams, fostering a culture of continuous learning and skillset enhancement.
• Conduct scheduled and ad-hoc connects with teams and managers, identifying needs and opportunities for proactive action.
• Foster the development of line of businesses by providing timely and constructive feedback, effective counselling, and timely rewards and recognition.

P&L Ownership:

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

Requirements

Successful Candidate must have:

• Over 10 years of robust operations management experience in BPO/ITES.
• Previous experience leading a large operations unit/line of business in a dynamic
• Strong planning skills with the ability to interpret, analyze, and present data effectively.
• In-depth knowledge of performance metrics and stakeholder management.
• Experience in Client SLA management and adherence, representing business/delivery for transformation projects.
• Creative and strategic thinker with the ability to foster similar attributes within the team.
• Willingness to work in a 24x7 operations environment, with knowledge of Lean and Six Sigma