- Role: Director Business Excellence
- Location: AMR Tech Park - Bangalore
- Relevant Experience: 20+Years
- Reports to:VP – Business Excellence
- Work Mode: WFO / Hybrid
- Industry: BPM/BPO US Healthcare
- Mandatory Skills required: TQM & BPO/BPM US Healthcare Global Payer Back Office Operations
Job Summary
The Director – Business Excellence will lead enterprise-wide Business Excellence, Quality, Transformation, and Operational Excellence across global US Healthcare Payer back-office operations. This role will drive quality, productivity, cost optimization, process transformation, automation, governance, and client value across multiple payer accounts and delivery locations, with a clear focus on noiseless operations and measurable business outcomes. US Healthcare Payer experience, BPO/BPM experience, and Lean Six Sigma Master Black Belt certification are mandatory.
Key Responsibilities
Business Excellence & Transformation
- Define and execute the Business Excellence strategy across global payer operations.
- Lead large-scale process transformation, standardization, automation, and digital initiatives.
- Deliver measurable improvements in quality, productivity, TAT, cost, SLA, and customer experience.
- Build and govern a strategic continuous improvement and transformation roadmap.
Lean Six Sigma & Master Black Belt Leadership
- Serve as the Lean Six Sigma Master Black Belt authority for Business Excellence.
- Lead enterprise-level DMAIC, Kaizen, Value Stream Mapping, process optimization, and CI programs.
- Build and mentor Black Belts, Green Belts, and Business Excellence teams.
- Establish a strong Lean Six Sigma culture, governance, certification, and benefits-realization framework.
Quality & Operational Excellence
- Own the Quality Management framework across payer operations.
- Establish governance, KPIs, controls, audit mechanisms, and performance standards.
- Drive defect prevention, root-cause analysis, process controls, and sustained quality improvement.
- Ensure consistent, compliant, and noiseless delivery across accounts and locations.
US Healthcare Payer Expertise
- Provide strong functional leadership across Claims, Payment Integrity, Provider Operations, Enrollment & Eligibility, Appeals & Grievances, Utilization Management, Prior Authorization, Provider Data, and other payer back-office functions.
- Translate payer business challenges into scalable operational excellence and transformation solutions.
- Partner closely with senior payer stakeholders to improve service performance and business outcomes.
Client, Financial & Executive Leadership
- Act as a strategic advisor to US Healthcare Payer clients and C-suite stakeholders.
- Lead executive discussions on quality, transformation, cost optimization, risk, productivity, and client value.
- Identify opportunities for automation, analytics, transformation, and value expansion.
- Ensure transformation programs deliver measurable financial and operational ROI.
Digital, Analytics & Innovation
- Partner with Technology, Automation, Analytics, and Operations teams to identify AI, automation, digital, and analytics-led opportunities.
- Use data-driven insights to improve operational performance and decision-making.
Leadership & Capability Building
- Lead and develop a high-performing global Business Excellence / Quality / Transformation organization.
- Build leadership capability, succession pipelines, and a strong continuous-improvement culture.
- Influence senior stakeholders across functions, accounts, and geographies.
Mandatory Requirements
- 14+ years of overall experience.
- US Healthcare Payer experience – MUST HAVE.
- BPO/BPM experience – MUST HAVE.
- Lean Six Sigma Master Black Belt certification – MUST HAVE.
- Significant experience in Business Excellence / Operational Excellence / Quality / Transformation / Continuous Improvement.
- Strong understanding of US Healthcare Payer operations and operating models.
- Demonstrated track record of improving quality, productivity, cost, SLA/TAT, and client experience.
- Strong executive client management and stakeholder leadership experience.
- Experience managing or influencing large, geographically distributed teams.
Preferred
- MBA / equivalent postgraduate qualification.
- PMP / PRINCE2, COPC, ISO 9001, or other relevant Business Excellence certifications.
- Strong exposure to AI, automation, analytics, digital transformation, and intelligent process optimization.
- Experience managing complex global US Healthcare Payer accounts.
Leadership Profile
Strategic Leadership | Executive Presence | Payer Expertise | Transformation | Lean Six Sigma | Quality Excellence | Client Leadership | Financial Acumen | Digital Mindset | Change Leadership | Talent Development
