Operations for Operations, Clinical Services (BPO/Contact Center Industry)

The Director – Operations (Clinical Services) is accountable for driving profitability through operational excellence and functional competitiveness across all Clinical Services lines of business outside Coding and UM/CM. This role ensures that clinical operations deliver cost efficiency, long‑term scalability, and superior client value, while fostering innovation and continuous improvement. The Director serves as a strategic leader, aligning operational plans with business objectives and enabling sustainable growth through effective resource management, compliance, and leadership development. The role provides senior oversight of clinical service delivery, ensuring high‑quality performance, operational stability, and a strong culture of clinical excellence across multiple accounts and service offerings.

Duties and Responsibilities:

1. Strategic & Financial Leadership

• Develop and manage P&L forecasts for Clinical Services operations, ensuring profitability and cost discipline.
• Lead long‑range operational planning to support scalability, workforce readiness, and evolving client requirements.
• Conduct business risk assessments and implement business continuity strategies tailored to clinical operations.

2. Operational Excellence & Service Delivery

• Oversee end‑to‑end delivery of Clinical Services LOBs, ensuring operational efficiency, accuracy, and service reliability.
• Drive process optimization, workflow redesign, and continuous improvement initiatives to enhance productivity and turnaround times.
• Ensure SLA achievement, operational stability, and consistent delivery of client‑defined value across multiple accounts.
• Lead resource planning, staffing strategies, and capacity management to support operational performance.

3. Clinical Quality, Compliance & Governance

• Ensure adherence to clinical standards, regulatory requirements, and client‑specific guidelines across all supported LOBs.
• Partner with Quality, Training, and Clinical Governance teams to uphold high standards of clinical accuracy, documentation integrity, and audit readiness.
• Implement risk mitigation strategies and ensure compliance with internal controls and contractual obligations.

4. Performance Management & Value Delivery

• Monitor operational KPIs, clinical quality metrics, and client satisfaction indicators to drive continuous performance improvement.
• Benchmark operational performance against industry standards to maintain competitive positioning.
• Translate operational insights into actionable strategies that deliver measurable business and clinical value.

5. Leadership, Talent & Culture

• Lead and mentor Senior Managers, Managers, and Program Managers across Clinical Services operations.
• Build leadership capability through structured development programs, coaching, and succession planning.
• Foster a culture of accountability, collaboration, and clinical excellence aligned with organizational values.

6. Client & Stakeholder Management

• Serve as the senior operational leader for Clinical Services accounts, ensuring strong client relationships and proactive issue resolution.
• Collaborate with cross‑functional partners to ensure seamless service delivery and operational alignment.
• Represent Clinical Services in client reviews, business updates, and strategic planning discussions.

Required:

• Must be a graduate of any business‑related, healthcare‑related, or allied health course
• Minimum of 12 to 15 years of relevant operations leadership experience, including at least 5 years in a senior management role overseeing large teams or multi‑LOB operations like in the BPO/contact center industry.
• Demonstrated experience leading clinical operations or healthcare service delivery functions, such as clinical review services, care coordination support, clinical documentation services, or other clinical support operations
• Excellent verbal and written communication skills
• Demonstrated proficiency in MS Office applications.

Desired:

• Excellent time management, organizational, and prioritization skills and ability to balance multiple priorities.
• Prior US Healthcare experience would be preferred
• Experience in managing cross-functional projects, strong ability to lead others without direct authority
• Strong change management skills
• Experience in delivering succession planning and upskilling team members