Associate Director-Medical Record Retrieval

Annova Solutions India; Indore District; On-site; INR 3,500,000 - 7,500,000; Full time

Job summary

Annova Solutions India is seeking an experienced Operations Leader to oversee a key line of business in a 24x7 BPO/ITES environment. The role emphasizes governance, performance analytics, and strong stakeholder management to drive service levels and growth.

The candidate will mentor teams, drive process improvements, and ensure compliance with ISO/PCI controls while managing P&L aspects of the unit.

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.

Responsibilities

• Oversee operations for the assigned line of business and liaise between internal and external stakeholders.
• Analyze performance trends via dashboards and implement proactive measures aligned with SLAs.
• Review and report line of business metrics to senior leadership to identify improvement areas.
• Identify and manage operational risks, implementing controls with support departments.
• Strategically allocate responsibilities within the business unit to meet evolving requirements.
• Conduct regular talent and skill matrix reviews and lead recruitment and onboarding of operations staff.

Skills

Operations management

Stakeholder management

Data analysis

Lean Six Sigma

Leadership

BPO/ITES knowledge

Job description

Job Description

Roles & 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 support departments.
• 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 transformation methodologies

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 audit requirements, 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

• Over 10 years of robust operations management experience in BPO/ITES.
• Previous 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 principles

Requirements