Delivery Director

This position is responsible for overall P&L / EBITDA / Customer Satisfaction / Leadership & motivating the operations team with accountability for service delivery and customer interaction to ensure seamless delivery.Responsibility Areas:Financial responsibility for each customer account assigned to the LOB & Ensures Financial Success.Manage high Customer Satisfaction LevelImprove Accounts/Teams Performance Motivate team to achieve desired Quality and Production targetsConduct performance appraisals for Assistant Director, Director, Delivery Managers, Assistant Delivery Managers, Group Leaders and assist with appraisalsResponsible for attendance and shrinkage control across client teamConduct periodic and surprise audits and checks to ensure compliance with documented policies and proceduresDevelopment and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes Transition ManagementParticipate in and contribute to client conference calls, management meetings and department meetingsTo liaison with other areas of the company affecting successful operationsMaintain the efficiency levelMeasures target achievements, skills at man-management, P&L / EBITDA / Customer Satisfaction / LeadershipResponsible for the overall adherence of Operational SLAs. Ensure that the team’s adherence to QMS and ISMS standards.Desired profile:Possess sound knowledge of all the process.Min of 20 Yrs of Professional and Relevant Experience & 10 Yrs of People Management & Project Management Experience.Experience in Multispeciality coding from Facility / Hospital side preferably.Work through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations Account management and Client relationship management.Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.Should Identify training needs and arrange for training, re-training and cross training, as required Assistant Delivery Managers ADM and GL to implement corrective action as requiredConducts a monthly business review meeting with the client and ensures the resolution of all issues to the satisfaction of the clientsWorks out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the contextShould be capable in forecasting the P&L (Location & Client Wise).