Job Title: Assistant Vice President – Operations
Department: Health Plan & Healthcare Services (HPHS)
Employment Type: Full-Time
Reports To: EVP / SVP / VP – Operations
Role Summary
The Assistant Vice President (AVP) – Operations is responsible for leading the overall performance of the HPHS business unit, driving operational excellence, client satisfaction, financial performance, and talent development. The role partners with executive leadership to execute strategic initiatives, optimize service delivery, and support sustainable business growth.
Key Responsibilities
- Lead end-to-end HPHS operations to achieve service, quality, productivity, and financial targets.
- Execute business strategies aligned with organizational goals and client requirements.
- Drive operational excellence through process improvement, innovation, and performance management.
- Build and maintain strong client relationships, ensuring high levels of customer satisfaction and retention.
- Manage P&L, budgeting, resource planning, and cost optimization initiatives.
- Develop, coach, and retain high-performing leadership teams.
- Ensure compliance with regulatory, contractual, and company standards.
- Monitor and report key operational and business performance metrics.
- Support business expansion, client growth, and transformation initiatives.
- Perform other duties as assigned.
Key Success Measures
- Revenue growth and account expansion.
- Achievement of EBIT and Gross Margin targets.
- SLA, quality, productivity, and customer satisfaction performance.
- Client retention and relationship strength.
- Employee engagement, retention, and leadership development.
- Successful implementation of process improvement and transformation initiatives.
- Effective budget management and resource utilization.
Qualifications
- Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field.
- Minimum of 10 years of operations leadership experience, preferably within Healthcare, Health Plan, Healthcare Services, or BPO/shared services environments.
- Demonstrated success in managing large-scale operations, client relationships, and financial performance.
- Strong leadership, strategic planning, stakeholder management, communication, and problem-solving skills.
