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AVP - Operations

First source
1 Openings • Deadline 02 Jan 2022
About the job

Purpose of the role:

Reporting to the SVP of Global Operations, HPHS the AVP - Operations has overall operational responsibility to manage multiple accounts for operational and financial performance. Key responsibilities include delivering as per client SLAs with the objective of retaining; expanding/growing the current client accounts and ensure achievement of profitability targets as per the business plan and agreement. The holder of the role is also responsible for overseeing hiring, driving operational efficiency through high employee connect and engagement, overall client satisfaction and retention and client relationship management.

Roles & Responsibilities:


  • Maintain positive working relationships with existing and new clients with a constant focus on premier customer service in a growth-oriented environment
  • Support Business Development teams in new customer acquisition by providing operational
  • expertise needed to win new clients
  • Designing and implementing business strategies- budgeting, planning, and evaluation of
  • Operation
  • Work with cross functional teams to help create innovative and transformational solutions
  • for clients
  • Develop the next generation of strong operational leaders


  • Ownership of P&L for multi-location account
  • Deliver on all SLAs as per contractual obligation with clients and drive efficiencies/productivity
  • Develop and implement effective talent acquisition and development strategy
  • Maintain adequate and appropriate staffing patterns based on client needs and volumes
  • Institutionalize best in class quality framework to deliver enhanced customer delight
  • Develop performance measures that support company’s strategic direction
  • Enable to build an organizational culture with increased levels of employee engagement
  • Maintain robust succession plan to ensure organizational sustainability
  • Provide leadership and direction to management teams to ensure effectiveness of operations
  • Maintain staff compliance with Company and HR policies and procedures

Key Performance Indicators:

  • Profitability
  • Customer Satisfaction
  • Revenue growth from existing clients
  • Employee Engagement and Talent Development
  • Business Transformation


  • Bachelor’s Degree in Business Administration, Finance or a related discipline . MBA will be an added advantage
  • 18+ years of experience with at least  6-8 years’ of experience in heading a large scale business unit
  • Proven experience in managing large scale/ multi - location operations
  • Experience in the HealthPlan Claims processing for National / Commercial Plans
  • (Equivalent profile accepted)
Skills Required


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Fulfillment Required
Job Type


Job Location

Bangalore, Chennai

Work Experience

12-14 years


Rs. 14-16 Lacs

Functional Area

ITES/ BPO/ KPO/ LPO/ Customer Service/ Operations

Industry Type


Published On

02 Dec 2021

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