Head of Business Excellence

Job description

• Role: VP Business Excellence - US Healthcare Global Payer Back Office Operations • Location: AMR Tech Park - Bangalore • Relevant Experience: 20+Years • Experience Requirement: BPO/BPM US Healthcare Global Payer Back Office Operations • Reports to: SVP – Head of Global Business Excellence • Work Mode: WFO / Hybrid • Industry: BPM/BPO US Healthcare Job Summary The VP – 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 • 20+ 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 . • Proven experience leading large-scale, multi-account, multi-location transformation programs . • 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