Director Business Excellence

Role: Director Business Excellence Location: AMR Tech Park - BangaloreRelevant Experience: 20+YearsReports to: VP – Business ExcellenceWork Mode: WFO / HybridIndustry: BPM/BPO US HealthcareMandatory Skills required: TQM & BPO/BPM US Healthcare Global Payer Back Office OperationsJob SummaryThe 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 ResponsibilitiesBusiness Excellence & TransformationDefine 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 LeadershipServe 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 ExcellenceOwn 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 ExpertiseProvide 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 LeadershipAct 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 & InnovationPartner 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 BuildingLead 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 Requirements14+ 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.PreferredMBA / 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 ProfileStrategic Leadership | Executive Presence | Payer Expertise | Transformation | Lean Six Sigma | Quality Excellence | Client Leadership | Financial Acumen | Digital Mindset | Change Leadership | Talent Development