Director Business Excellence

• 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