Senior Director of Operations

Advantmed India LLP; Ahmedabad District; On-site; INR 2,500,000 - 6,000,000; Full time

Job summary

Advantmed is seeking a senior leader for the In-home Health Assessment division in Ahmedabad, Gujarat. The role operates on a US shift (8 PM to 5:30 AM IST) and leads a team handling onshore and offshore operations in a data-driven environment.

You will drive people management, operational excellence, and cross-department collaboration, ensuring high-quality customer service and strategic execution in a fast-paced setting.

Qualifications

• 15+ years in US healthcare operations, with 5 years in a leadership role.
• Experience handling onshore & offshore teams.
• Strong background working with US healthcare clients and stakeholders.
• Experience in voice and non-voice processes.
• Driven process excellence projects and improvements.
• Strong analytical and problem-solving skills with tenacity to build solutions from scratch.
• Quick learner able to understand processes and provide valuable feedback.
• Excellent interpersonal skills and ability to influence multiple stakeholders across teams.
• Flexible to work in a fast-paced & dynamic environment.
• Meticulous with an eye for detailing and data-driven decision making.

Responsibilities

• Lead and manage a team; set the vision, direction, and culture; monitor service levels and performance targets.
• Manage career growth, training, SOPs, and productivity within the department; resolve conflicts.
• Partner with direct reports, peers, leadership, and other departments to drive results.
• Manage workflow, handle escalations, delegate workload across leadership; address issues and measure KPIs.
• Oversee end-to-end customer service processes and technology; ensure trust and quality.
• Provide guidance to managers and supervisors; clarify priorities and goals; support hiring decisions.
• Collaborate with senior management for strategy development and execution planning; report KPIs.
• Plan upcoming goals and initiatives; coordinate with multiple departments to meet objectives.

Skills

Leadership

Team leadership

US healthcare

Voice & non-voice

Process excellence

Analytical

Stakeholder management

Data-driven

Interpersonal skills

Attention to detail

Adaptability

Problem solving

Proactive

Feedback & coaching

Job description

Location: Ahmedabad, Gujarat [Work From Office]

Department: In-home Health Assessment

Shift: US Shift [8 PM to 5:30 AM IST]

Requirements:

• 15+ years of experience in US healthcare operations, with 5 years in a leadership role
• Must have experience of handling onshore & offshore teams
• Strong background working with US healthcare clients and stakeholders
• Experience in voice and non-voice processes
• Should have driven process excellence projects
• Strong analytical and problem-solving skills and tenacity to build solutions from scratch
• A quick learner who is able to understand the process and provide valuable feedback
• Excellent interpersonal skills and ability to work with and influence different stakeholders across teams
• Flexibility to be proactive in a fast-paced & dynamic environment
• Must be meticulous and possess an eye for detailing
• Must enjoy digging into data and deriving insights because we are a data-driven company obsessed with numbers

Key Responsibilities:

People Management

• Lead and manage a team; responsible for the overall direction and performance of the teams
• Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
• Manage the career growth and development of the Customer Support team by driving focus
• Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department
• Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

Operations and Project Management

• Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
• Works to build and maintain customer trust
• Oversee customer service dept. end to end process and technology.
• Providing guidance to direct reports, typically comprising first-line managers and supervisors
• Ensuring clarity around priorities and goals for the entire functional area
• Approving hiring requests
• Working with senior management and other peers for strategy development and execution planning
• Communicating financial and goal results and key performance indicators to direct reports
• Collaborate with multiple departments.
• Plan upcoming goals and initiatives

Skills:

• Excellent communication and interpersonal skills
• Strategic thinking
• Decision making
• Possess strong technical computer skills
• Organization and delegation
• Forward planning and strategic thinking
• Problem solving and decision-making
• Interpersonal skills

About Advantmed

Founded in 2005, headquarters based in California, Advantmed is a leading Healthcare Information Management company that helps Health Plans & MCOs (Managed Care Organizations) optimize Revenue & improve Quality Outcomes. Advantmed partners with Health Plans & MCO to deliver optimal combination of capabilities unique to each organization needed to achieve the objectives including Risk Analytics, Quality Analytics software certified by NCQA for HEDIS Measures, risk adjustment coding, medical record retrieval, abstraction & coding services, including Provider Education.