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SVP, Payer Operations

  • Firstsource
  • $80,010.00 - 131,270.00 / Year *
  • Louisville, KY 40214
  • Full-Time

Purpose of the role:

Reporting to the President of the Healthcare Business Unit (BU), the SVP, PAYER Operations has overall strategic and operational responsibility of client delivery management for the Payer business.

The SVP is responsible to grow Firstsource footprint in existing clients by developing a trusted advisor relationship with clients, bringing to bear the full power of Firstsource s transformational offerings through superlative delivery, while sustaining and improving profitability by deploying state of the art productivity tools. The leader is also responsible for the overall viability, effectiveness and operational efficiency of the Payer business through high employee connect and engagement by displaying role model values and competencies

Roles & Responsibilities:


Responsible for Revenue generation (existing clients) and Profitability of Payer business

  • Designing and implementing business strategies, plans and procedures
  • Maintain positive working relationships with existing and new clients with a constant focus on premier customer service in a growth-oriented environment
  • Take the lead in understanding the critical areas of client s business and offering them consultation and advisory on the back of bespoke solutions
  • Direct the budgeting, planning, and evaluation of operations
  • Work with Business Transformation teams to develop innovative and transformational solutions for clients
  • Champion continuous process enhancement for operational excellence
  • Support President and Business Development teams in new customer acquisition by providing operational expertise needed to win new clients
  • Fulfilment of Firstsource s contractual obligations to the Business Units under purview
  • Participate in new business opportunities by either giving inputs at pre or post sale, client meeting/presentations etc.
  • Represent Firstsource to clients, prospective clients, and other external parties, as necessary during the course of employment, so as to enhance the image of the Company
  • Take a lead on risk management and when crisis situations arise, coordinate risk management and personnel issues with Legal and HR Departments
  • Advise and make recommendations to the Heads on cost containment initiatives
  • Support talent acquisition growth and development of employees ensuring employee satisfaction and talent retention


  • Drive efficiencies, productivity and set industry benchmarks
  • Assess operational workflows on an ongoing basis to ensure productivity of resources
  • Ensure that products, services, and functions are in compliance with all Federal, State and local regulatory requirements
  • Ensure customer/client satisfaction and identify critical areas (process/activity) to add value
  • Review various statistical and performance reports; and make necessary operational changes to maximize overall BU viability
  • Maintain robust succession plan to ensure organizational sustainability
  • Provide leadership and direction to management teams to ensure effectiveness of operations
  • Travel on account of Meetings/Reviews basis Business need (domestic and outside the USA)

Key Performance Indicators:

  • Revenue growth from existing clients
  • Profitability
  • Customer satisfaction
  • Employee Engagement and talent development
  • Business Transformation



Post graduate degree in Management (or equivalent)

10-15 years experience in BPO sector with at least three years experience in an executive leadership role

Proven experience in managing large scale/ multi - location operations

Experience in Payer industry



Thorough knowledge of Operations Management and understanding of market dynamics/trends

Domain knowledge (Payer)

Financial management

Human capital management


Understanding of operating nuances for specific geographies that Firstsource business operates in (US and India)

Personal Attributes/Traits


Socially confident

Achievement oriented

Decisive and action oriented


Eager to learn



Business Foresight Ability to strategize and demonstrate deep business insight that helps identify & develop strategic opportunities

Influencing stakeholders

Managing Transformation Ability to work and lead transformations in a dynamic environment

Fostering partnerships with internal and external stakeholders

Working across boundaries collaborative working towards a One Firstsource identity

Leading Teams

Driving excellence

Associated topics: administrative officer, administrative support, asso, beverage, document, front office, food, operational assistant, operational support, records management

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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