Senior Operations Manager (Medical Claim Digitization)

Job Description

Job Description Senior Operations Manager (Medical Claim Digitization)Position Title:Senior Operations Manager Medical Claim DigitizationDepartment:OperationsReporting To:Director - Operations/ General Manager / Business Head / Delivery HeadLocation:Mumbai / Hybrid workingRole Purpose:The Senior Operations Manager will be responsible for leading end-to-end medical claim digitization operations across multiple accounts/projects, ensuring achievement of business objectives, client SLAs, TAT, quality, productivity, profitability, and operational excellence.The role requires ownership of large-scale operations, client governance, workforce strategy, process transformation, technology adoption, and capability building to support business growth.Key Responsibilities:1. Strategic Operations LeadershipLead and manage end-to-end medical claim digitization operations across multiple clients and processes.Drive operational strategy to deliver sustainable improvements in TAT, quality, productivity, and profitability.Establish scalable operating models to support business growth and changing client requirements.Own operational governance and business continuity planning.2. Client & Business ManagementServe as the senior operational interface for client leadership teams.Lead governance forums, business reviews, and operational discussions.Drive client satisfaction through delivery excellence and proactive stakeholder management.Support commercial discussions including pricing, SOW reviews, penalties, change requests, and operational feasibility.Partner with business teams for account growth, renewals, and expansion opportunities.3. Service Delivery ExcellenceEnsure achievement of committed SLAs including:Turnaround Time (TAT)Quality and AccuracyProductivityCapacity UtilizationCost EfficiencyMonitor daily operations and proactively manage risks impacting delivery.Drive RCA and CAPA for operational deviations.4. Workforce Planning & Resource ManagementOwn manpower planning based on forecasted and actual business volumes.Build hiring plans and succession pipelines.Drive shift planning, roster management, leave governance, and utilization optimization.Ensure operational readiness for seasonal spikes and new implementations.5. Quality, Audit & ComplianceBuild quality frameworks to ensure high accuracy in medical claim digitization.Ensure adherence to client guidelines, contractual obligations, IRDAI requirements, and information security standards.Lead internal and external audits.Drive continuous improvement programs to enhance quality outcomes.8. Leadership & Team DevelopmentLead Operations Managers, Team Leaders, Quality teams, Trainers, and support functions.Drive leadership capability and succession planning.Build a performance-oriented and accountable culture.Coach teams on operational excellence and client management.9. Governance & ReportingPresent performance reviews to senior leadership and clients.Track:TAT ComplianceAccuracy %ProductivityForecast vs Actual VolumesAttritionSLA AchievementCustomer SatisfactionFinancial PerformanceKey Performance Indicators (KPIs):SLA & TAT AchievementQuality / Audit ScoresProductivity per FTEForecast AccuracyAttrition & EngagementEscalation ClosureAutomation AdoptionRequired Qualifications:Graduate / Postgraduate (Healthcare Management / Operations / Business preferred)MBA preferredExperience:8 - 10 years of overall operations experienceMinimum 5 years in Healthcare Claims / Medical Claims - Digitization OperationsExperience managing large teams and multiple client accountsStrong exposure to transition, transformation, and client governanceWorking Conditions:Flexibility to support business and client requirementsReadiness to manage peak operational periodsAbility to travel for client and governance meetings as requiredCompensation: From 25,000.00 per monthBenefits:Health insuranceWork Location: Hybrid remote in Mumbai, Maharashtra (Mumbai) Job Description Senior Operations Manager (Medical Claim Digitization)Position Title:Senior Operations Manager Medical Claim DigitizationDepartment:OperationsReporting To:Director - Operations/ General Manager / Business Head / Delivery HeadLocation:Mumbai / Hybrid workingRole Purpose:The Senior Operations Manager will be responsible for leading end-to-end medical claim digitization operations across multiple accounts/projects, ensuring achievement of business objectives, client SLAs, TAT, quality, productivity, profitability, and operational excellence.The role requires ownership of large-scale operations, client governance, workforce strategy, process transformation, technology adoption, and capability building to support business growth.Key Res

Keyskills :
Operations LeadershipClient ManagementWorkforce PlanningResource ManagementQuality ManagementComplianceTeam DevelopmentGovernanceReporting