Director Business Excellence

Job description

- **Role: Associate Director / Director - Business Excellence** - **Location:** AMR Tech Park - Bangalore - **Relevant Experience:** 12–15 Years - **Experience Requirement:** BPO/BPM - **US Healthcare Preferred** - **Work Mode:** WFO / Hybrid **Role Summary** The Director – Business Excellence will lead strategic transformation and operational excellence initiatives across multiple healthcare client accounts, sites and delivery teams. The role will partner with client and operational leadership to identify opportunities, develop transformation roadmaps and deliver measurable improvements in productivity, quality, cost, turnaround time and customer experience. The incumbent will lead end-to-end transformation programs using Lean Six Sigma, process reengineering, analytics, automation and AI-enabled solutions, while ensuring effective governance, benefit realization and sustainability of improvements. This is a hands-on, client-facing leadership role, preferably requiring US healthcare domain knowledge, strong stakeholder management, and proven team leadership capabilities. **Duties and responsibilities** - Develop and execute Business Excellence and transformation roadmaps aligned with client and organizational priorities. - Identify and lead high-impact initiatives across productivity, quality, cost, turnaround time, customer experience and operational risk. - Manage end-to-end transformation—from opportunity assessment and business-case development through implementation, benefit validation and stabilization. - Partner with senior client, Operations and functional stakeholders to translate business challenges into measurable transformation initiatives. - Apply Lean Six Sigma, process reengineering, root cause analysis and process mining to simplify, standardize and improve processes. - Collaborate with Technology, Automation and Analytics teams to implement workflow, automation, analytics and AI-enabled solutions, while maximizing existing capabilities. - Establish baselines, success measures and governance; track progress, risks, dependencies and validated business benefits. - Sustain improvements through change management, standard procedures, control plans and performance governance. - Lead and develop Business Excellence professionals while building continuous-improvement capability within Operations. - Maintain a prioritized transformation pipeline and deploy Business Excellence resources effectively across accounts. **Skills & competencies** - Business transformation, operational excellence and continuous improvement - Lean Six Sigma, business process reengineering and structured problem-solving - **US healthcare payer operations and BPM/BPO delivery** - Transformation portfolio, program and change management - Client relationship and senior stakeholder management - Business-case development, benefits realization and financial acumen - Data analytics, process mining and insight-driven decision-making - Automation, workflow and AI-enabled transformation - Executive communication, influencing and negotiation - Cross-functional leadership, team development and capability building **Minimum education and experience required** - Bachelor’s degree in Business, Engineering, Operations, Statistics or a related discipline; a postgraduate degree or MBA is preferred. - 15+ years of overall experience, including significant experience in Business Excellence, Transformation, Operational Excellence, Quality or Process Improvement. - Approximately 10+ years of experience in BPM/BPO or other large-scale service operations. - US healthcare payer domain experience is preferred, with exposure to areas such as claims, appeals, provider operations or member services. - Proven experience leading complex, cross-functional transformation programs across multiple accounts, sites or delivery teams. - Strong client-facing experience, including engagement with senior client and internal stakeholders. - Demonstrated ability to develop business cases and deliver measurable improvements in productivity, quality, cost, turnaround time or customer experience.