Associate Director-Medical Record Retrieval

Roles & Responsibilities: - OperationalGovernance & Reporting: - • Oversee operations for the assigned line of business, acting as a proficientliaison between internal and external stakeholders. • Analyze and address performance trendsthrough dashboards, implementing proactive measures to ensure competitive operations governance aligned with contracted SLAs. • Periodically review and reportline of business metrics to senior leadership, providing insights into performance improvement areas. • Identify and manage operational risks, implementing effective controlsin collaboration with support departments. • Strategically allocate responsibilities within the business unit, aligning them with evolving business and stakeholder requirements. • Conductregular 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 opportunitiesfor processimprovement, 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 clientrequirements with an agile approach. • Provide scheduled and ad-hoc governance and financial reporting. Business Focus, SLA & Compliance: - • Monitor performance SLAs, preventincentive and revenue loss, and identify areasfor operational expansion within line of businesses. • Ensure adherence to ISO/PCI compliance controls, meeting auditrequirements, and implementing effective controls on identified alerts. Employee Centricity: • Motivate teams, fostering a culture of continuous learning and skillset enhancement. • Conductscheduled 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 Successful Candidate must have: - • 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