Group Manager I - BPM

Delivery Manager – Healthcare Payer BPO Operations Location: Trivandrum, India Role Level: C2 Employment Type: Full-Time Experience: 15+ Years Positions: 1 Role Overview We are seeking a seasoned Delivery Manager to lead and scale offshore Healthcare Payer Business Operations delivery for the payer account. The role will be responsible for managing large-scale payer operations across multiple functions including Claims Operations, Provider Data Management, Enrollment & Billing, Product Configuration, and Provider Contact Center services. The ideal candidate will have extensive experience managing healthcare payer BPO engagements, driving operational excellence, ensuring SLA adherence, leading large offshore teams, and building strong relationships with client stakeholders. This role requires regular collaboration with US-based teams and the ability to provide overlap support during US business hours. Key Responsibilities Delivery Leadership Lead end-to-end BPO delivery across multiple healthcare payer operational functions. Ensure consistent achievement of contractual SLAs, KPIs, quality, productivity, and customer satisfaction metrics. Drive operational governance, service reviews, performance reporting, and continuous improvement initiatives. Establish delivery best practices and operational processes to support scalable growth. Client Management Serve as the primary offshore delivery contact for client stakeholders. Build strong relationships with business and operational leaders. Participate in governance forums, operational reviews, and strategic planning discussions. Provide proactive communication regarding risks, opportunities, and delivery improvements. Operations Management Oversee healthcare payer operations including: Claims Operations Provider Data Management Enrollment & Membership Billing & Premium Administration Product Configuration Provider Contact Center Operations Production Support and Back-office Processing Ensure compliance with healthcare regulations, payer policies, and operational controls. People Leadership Lead and mentor managers, team leads, and operational teams. Drive workforce planning, utilization management, succession planning, and employee engagement. Foster a high-performance culture focused on accountability, quality, and customer-centricity. Support hiring, talent development, and leadership pipeline creation. Continuous Improvement & Transformation Identify opportunities for process optimization, automation, and operational efficiency. Drive Lean, Six Sigma, and digital transformation initiatives. Promote adoption of AI and intelligent automation solutions to improve productivity, quality, and customer experience. Deliver measurable business outcomes through innovation and operational excellence. Financial & Risk Management Manage financial performance, productivity targets, and operational budgets. Ensure effective capacity planning and resource optimization. Identify delivery risks and implement mitigation strategies. Support contract growth opportunities and business expansion initiatives. Required Qualifications Experience 15+ years of experience managing Healthcare Payer BPO operations. Proven experience leading large-scale offshore delivery teams. Experience managing client-facing healthcare payer engagements. Strong exposure to healthcare payer operations in Blue Plan or Commercial Health Insurance environments. Domain Expertise Strong knowledge of: Claims Processing Provider Data Management Enrollment & Membership Operations Premium Billing Product Configuration Contact Center Operations Healthcare Payer Business Processes Healthcare Compliance and Regulatory Requirements Leadership Skills Exceptional stakeholder management and executive communication skills. Strong client relationship management capabilities. Demonstrated ability to lead large, geographically distributed teams. Proven experience in operational governance and delivery management. Preferred Qualifications Experience supporting US healthcare payer clients. Lean Six Sigma certification preferred. Experience driving AI, Automation, RPA, and digital transformation initiatives. Exposure to healthcare platforms such as FACETS and related payer ecosystems is highly desirable.