Director

INFINX; Hyderabad; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

INFINX in Hyderabad/Mumbai seeks a strategic Senior Manager/Associate Director to lead workforce management for India-based delivery teams. You will optimize capacity, allocate resources, and provide real-time visibility to senior leadership, ensuring targets are met with quality and compliance.

The role requires capacity planning, KPI reporting, and leadership of a WFM team, with close collaboration across HR, QA, and finance to drive growth and efficiency.

Qualifications

• Strong analytical and problem-solving skills
• Excellent communication skills; ability to present complex data to executives
• Experience working with remote teams across time zones and geographies
• Bachelor's degree in a related field or equivalent experience
• 5+ years in a supervisory or management role with P&L accountability
• Proficiency with data analytics tools (Excel, RStudio, Tableau, Power BI, SQL)

Responsibilities

• Capacity planning, forecasting and resource optimization for India-based workforce across all RCM functions.
• Monitor inflow/outflow volumes; track SLA dashboards and variance analyses.
• Oversee headcount budgets, onboarding timelines, and staffing in multiple centers.
• Establish quarterly/annual targets for productivity, quality and efficiency; drive actions for underperformance.
• Identify capacity gaps and propose hiring, automation, or process redesign as needed.
• Develop executive dashboards and weekly/ monthly reviews for leadership.
• Lead WFM team; mentor analysts; drive lean initiatives and cross-functional partnerships.
• Drive automation and process improvements to improve turnover and efficiency.

Skills

Analytical thinking

Communication skills

Remote collaboration

Leadership experience

Education

Bachelor's degree

Tools

Excel

RStudio

Tableau

Power BI

SQL

Job description

Director:

Location

Hyderabad/Mumbai

Position Overview

Seeking a strategic and data-driven Senior Manager/Associate Director to lead workforce management operations for our India-based delivery teams. This is a key leadership role responsible for optimizing team capacity, managing resource allocation, and providing real-time visibility to senior leadership. The ideal candidate will combine operational excellence with strategic thinking to ensure our workforce meets aggressive targets while maintaining quality and compliance standards

Key Responsibilities

• 1. Capacity Planning, Forecasting & Resource Optimization.
  • a. Develop and maintain comprehensive capacity models for the India-based workforce across all RCM function.
  • b. Conduct monthly, quarterly and annual capacity planning exercises; forecast resource needs based on business growth and volume projections.
  • c. Identify and recommend optimal team structure, roles, and FTE requirementsto meet SLAs and profitability targets.
  • d. Collaborate with process owners to establish productivity benchmarks and resource allocation frameworks.
  • e. Analyze skill gaps and create targeted upskilling plans to maximize resourceutilization.
• 2. Volume & Outflow Management
  • a.Monitor daily/weekly/monthly inflow volumes across all RCM process lines(patient demographics, claims, coding, AR, etc.).
  • b. Track outflow metrics and turnaround times; identify bottlenecks andimplement mitigation strategies.
  • c. Establish and maintain SLA compliance dashboards with real-time visibilityinto process metrics.
  • d. Prepare variance analyses and root-cause assessments for volume/qualitydeviations.
  • e. Recommend process improvements and resource reallocations based on volumetrends.
• 3. Headcount & Staffing Oversight
  • a. Manage overall headcount budgets and FTE utilization across the Indiacenter.
  • b. Track hiring plans, onboarding timelines, and attrition rates; proactivelyaddress staffing shortfalls .
  • c. Coordinate with HR and recruitment on talent pipeline development, especially for specialized RCM roles.
  • d. Monitor team composition by seniority level, skill set, and processexpertise.
  • e. Ensure compliance with workforce policies and audit requirements.
• 4. Target & Performance Management
  • a.Establish and communicate quarterly/annual targets for team productivity, quality, and efficiency metrics .
  • b. Monitor individual and team performance against targets; implementcorrective actions for underperformance .
  • c. Develop incentive alignment strategies that drive performance whilemaintaining work-life balance .
  • d. Track and report on KPIs including cost per claim processed, denial rate, resolution time, and team utilization
• 5. Capacity Gap Analysis & Resolution
  • a. Identify and quantify capacity gaps (understaffing, skill gaps, processinefficiencies).
  • b. Propose solutions including hiring, automation, process redesign, oroffshore expansion.
  • c. Develop business cases for capacity investments with ROI projections.
  • d. Prioritize gap closure initiatives and track progress against timeline andbudget
• 6. Leadership Visibility & Reporting
  • a. Designand maintain executive dashboards providing real-time insights into workforcehealth, capacity utilization, and performance trends.
  • b. Generate weekly scorecards, monthly operational reviews, and quarterlybusiness reviews for senior leadership.
  • c. Prepare data visualizations and trend analyses for C-suite stakeholdercommunication.
  • d. Conduct regular deep-dives on metric variances and present strategicrecommendations.
  • e. Ensure all reporting meets governance and compliance requirements.
• 7. WFM Team Leadership & Development
  • a. Lead, mentor, and develop a team of WFM analysts and coordinators.
  • b. Foster a high-performance culture focused on excellence, continuousimprovement, and compliance.
  • c. Conduct regular 1:1s, performance reviews, and career development planningsessions.
  • d. Champion process improvements and lean initiatives; drive adoption acrossthe team.
  • e. Build strong cross-functional partnerships with process owners, quality, compliance, and finance teams
• 8. Process Improvement & Efficiency
  • a.Identify opportunities for automation, process optimization, and cost reduction
  • b. Partner with technical teams on RPA, workflow automation, and analytics toolimplementations
  • c. Implement best practices in workforce planning and resource optimization
  • d. Monitor and improve turnover, retention, and employee engagement metrics

Required Qualifications

• a.Bachelor's degree.
• b. 14+ years of experience in operations, workforce management, and businessanalytics (healthcare/RCM experience strongly preferred).
• c. 5+ years in a supervisory or management role with P & L accountability.
• d. Strong proficiency in data analytics tools such as Excel, RStudio, Tableau, Power BI and SQL database query.
• e. Demonstrated experience developing and managing dashboards and KPI reportingsystems.
• f. Proven track record in capacity planning, headcount management, and resourceoptimization.
• g. Strong analytical and problem-solving skills with ability to translate datainto actionable insights.
• h. Excellent communication skills; ability to present complex data to executiveaudiences.
• i. Experience working with remote teams across time zones and geographies.
• j. Working knowledge of healthcare billing, claims processing, and RCMprocesses preferred.
• k. Certification in Business Analytics, Six Sigma, or Project Management
• l. Exposure to process mining, workflow optimization, and BPO operations