Program Manager

About the RoleCare.Fi is looking for a Program Manager who will be responsible for driving end-to-end operational execution, process efficiency, cross-functional coordination and performance management across the  business.The role will act as the central owner of the operating rhythm, ensuring that cases move efficiently across the lifecycle—from hospital operations and documentation through insurance processing, query resolution, settlement and collections.The Program Manager will work closely with functional leads to ensure adherence to defined SLAs, reduction in case ageing, improvement in productivity and timely resolution of operational bottlenecks. The role is expected to progressively build a scalable and data-driven operating model, reducing dependency on the Leadership to run the operations. Key Responsibilities1. End-to-End Operational Program Management• Drive the smooth movement of cases across the complete lifecycle—from hospital operations and dispatch through insurance processing, query resolution, settlement and collections.• Monitor cases across all stages and proactively identify bottlenecks, ageing and SLA breaches.• Ensure clear ownership and timely handovers between teams and functions.• Drive timely closure of operational exceptions and critical escalations.• Establish a strong case-tracking and exception-management mechanism.2. SLA, TAT and Performance Management• Define, track and improve SLAs and turnaround times across all operational stages.• Monitor daily and weekly performance against defined operational KPIs.• Identify recurring performance gaps and implement corrective action plans.• Drive reduction in end-to-end case TAT and ageing.• Ensure high levels of operational discipline and adherence to defined processes.3. Cross-Functional Coordination• Coordinate across CRM, Insurance Follow-up, Reconsideration, Collections and Analytics teams.• Resolve dependencies and hand-off issues between functions.• Ensure timely escalation and closure of critical operational issues.• Drive structured problem-solving for complex and high-value cases.• Act as the primary point of coordination for cross-functional operational initiatives.4. Operational Excellence & Process Improvement• Continuously identify bottlenecks, process inefficiencies, rework and operational leakages.• Conduct root-cause analysis and implement sustainable process improvements.• Standardise processes through SOPs, checklists and workflow controls.• Drive automation opportunities in collaboration with the Analytics and Technology teams.• Build a culture of continuous improvement across operations.5. Operational Analytics & Governance• Own the operational performance dashboard and ensure timely, accurate and actionable reporting.• Monitor key metrics including case volumes, TAT, SLA adherence, ageing, settlement, collections and productivity.• Analyse trends and proactively highlight risks and opportunities to the Business Head.• Establish daily, weekly and monthly operational review mechanisms.• Ensure data is used to drive decision-making and prioritisation.6. Team Productivity & Capacity Planning• Monitor team productivity, workload distribution and utilisation across operational functions.• Identify capacity gaps and staffing requirements based on case volumes and business growth.• Improve employee productivity through structured performance management and process optimisation.• Support functional leads in performance improvement and capability building.• Develop contingency and backup plans to ensure continuity of operations.Ideal Candidate ProfileExperience• 4 - 5 years of experience in Program Management, Business Operations, Operations Excellence or Process Improvement.• Experience managing complex, multi-stage and high-volume operational processes.• Experience in financial services, healthcare, insurance, fintech, lending or other transactionintensive industries will be preferred.• Experience working with cross-functional teams and multiple stakeholdersKey Skills• Strong analytical and structured problem-solving skills• Excellent program and project management capabilities• Ability to manage complex, high-volume operational workflows• Strong understanding of KPI, SLA and performance management• Experience in process improvement and operational excellence• Strong data analysis and dashboard interpretation skills• Excellent stakeholder and people management abilities• Ability to work in a fast-paced, high-growth environment• Strong ownership and execution orientationWhy This Role MattersThis role is critical to the organisation's next stage of growth. As the business scales, the Program Manager will act as the bridge between business strategy and operational execution, ensuring that growth is supported by strong processes, disciplined execution, data-driven decision-making and scalable organisational capability.The ultimate objective of the role is to enable the Business Head to focus increasingly on business growth, P&L, strategic accounts, partnerships and new initiatives, while the Program Manager ensures that the operating engine of the business runs efficiently, predictably and at scale