Associate Director Operations

We are SAGILITY

Our Scale & Impact

119M claims processed annually

78M customer interactions handled globally

US$658. 3 million in FY25 13% YoY growth

delivery centers & offices

Company overview

About Sagility

Sagility is a trusted partner for healthcare operations transformation helping organizations unlock value across complex healthcare workflows. With more than 25 years of healthcare domain expertise Sagility combines deep operational knowledge with AI - enabled technology and intelligent automation to improve efficiency strengthen decision - making and elevate experiences for members patients providers and stakeholders across the healthcare ecosystem.

Sagility’s capabilities span end - to- end healthcare operations including claims administration payment integrity clinical and care management support member and provider engagement revenue cycle services and advanced analytics. Today nearly 50000 specialists clinicians technologists and operations professionals support healthcare organizations globally through trusted collaboration and technology - led transformation.

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Countries

(India Philippines USA

Jamaica & Colombia)

44000 employees

05

34

In November 2024 Sagility India Limited was listed on the National Stock Exchange of India (NSE) and Bombay Stock Exchange (BSE). With this milestone our resolve to create value and remain an employer of choice is stronger than ever. Strategic acquisitions like Devlin Consulting (analytics - led Payment Integrity) BirchAI (Gen AI- driven communication) and BroadPath (telehealth and remote services) have bolstered our delivery capabilities and expanded our clinical footprint in the U.S. With deep roots in India and other delivery locations and a fast - expanding onshore presence in the U.S. Sagility operates as a cross - border transformation engine built for scale speed and care. We are positioned in the Leaders Quadrant in Payer Operations by Everest Group and recognized as a Leader in Generative AI Services in the ISG Provider Lens.

Growth at Sagility is built into our DNA. We enable career advancement through AI - powered training paths structured mentorship and cross - border opportunities. We drive digital healthcare transformation through modular cloud - native o fferings such as BPaaS Contact Center - as - a- Service UM automation Digital Mailroom and Analytics - as - a- Service helping clients reduce costs modernize work flows and deliver value - based care. Our acquisition of BroadPath adds onshore scale and seasoned healthcare talent to deliver U.S. - based tech - enabled services at speed and scale. With 34 delivery centers and o ffices multilingual capabilities and regulated setups our operations are as agile as they are scalable.

Our culture is built on empowerment inclusion and sustainability. 62% of our workforce are women and we champion opportunity and accessibility for all including Persons with Disabilities (PwD). Giving back to the communities we serve is at the heart of who we are. Over 56% of our employees participate in volunteer initiatives collectively impacting 43000 lives annually through social impact causes like education healthcare access and livelihood improvement. We are also advancing environmental responsibility by sourcing 25% of our energy from renewables and deploying 30 electric vehicles to reduce emissions. Sagility’s near - term greenhouse gas (GHG) emission reduction targets have been o fficially validated by the Science Based Targets initiative (SBTi) rea ffirming its commitment to the 1.5°C pathway. Recognitions like LinkedIn’s Top 15 Workplaces to Grow a Career’ (Philippines) and Best Employer for Women (Economic Times India) a ffirm our belief that strong values drive strong performance.

Joining Sagility means becoming part of a dynamic technology - first ecosystem where your expertise drives real - world transformation. With cutting - edge platforms Gen AI-powered automation and career pathways built on frontline leadership growth we equip every team member with the tools mentorship and global environment to thrive.

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Job Description

Associate Director Operations

Grade: UM3

Location: Indore Reports to: Director / Senior Director Operations

Job summary For Associate Director an ideal candidature would be 1 0 - 14 years overall experience

with min 7 years in US healthcare payer operations. And experience in Claims

Membership Enrollment PDM Grievances & Appeals is preferred and added

advantage .

Duties and responsibilities Identifying Transformational Value Creation via RPA and Analytics offerings.

Value additions and Process Improvement Initiatives.

Account Management

Program/ Business Budget and Supply Planning

P&L Management (Revenue management Cost Optimization Improvements)

Service Quality Management

Client Communications Management

Provide strategic direction to assigned lines of businesses

Take leadership role in migration to new case management database.

Stakeholder Management

Statutory Audit & Compliance Adherence (HIPAA/ISO/ISMS).

Track program performance and its impact on the financial goal

Creating Growth Path/Succession Planning for the process

Effective Resource Utilization

Define and review KRA of Deputy Manager Manager Senior Manager AGM

Identify and participate in training / developmental programs.

SLA & Metrics Management

Responsible for monthly/quarterly/annual performance appraisals of employees in the vertical.

Support development of program policies rules protocols handbooks and forms for all program components

Identify opportunities to streamline business processes and systems.

Represent the company and actively participate in operational reviews MBR s/QBRs

Timely reporting of deliverables like Performance Incentive Internal Dashboards

Identifying recommending and implementing ways to increase productivity and the quality of the team.

Attend to Process Escalation and provide effective solutions

Responsible for Balance Score Card and its parameters

Attend to Client calls Stat us Meeting and Client Feedback.

Review and Regulate SOP

Can identify problems and take decisions independently

Provides solutions to individual and organizational challenges.

Delivering Highest Level of Service Delivery Standards

Exemplify Passion for excellence.

Design and Drive Business/Program Excellence Initiatives

Voice of the Organization

Inspirational Leadership

Lead from the front as the SME of the Business/ Program

Design & Drive People Metrics

Promoting Diversity & Inclusion as per Organizational Culture

Mentoring & Coaching Operational & Leadership values

Improve employee retention and enhance employee engagement.

Succession Planning .

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Skills & competencies Must be working with U.S based Business / Customers in U.S Shifts

Statutory Audit & Compliance Adherence (HIPAA/ISO/ISMS)

Minimum 7 years of work experience in end to end Claims Adjudication domain

Business Excellence/ Improvements Projects

Managed a large and Complex Delivery Team

Minimum Span Management should be 20 0 FTE.

Client & Stakeholder Management

P&L understanding

Preferable Onshore Transition experience

Coaching and Mentoring

Excellent Communication Skills

Excellent Analytical skills

Excellent People Management

Excellent Presentation Skills .

Minimum education and experience required A Bachelor degree or equivalent qualification.

RPA/ Analytics Certification preferred

Preferably Lean/ Six Sigma Certified .

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