Key Responsibilities: • Strategic Coordination and Alignment • Serve as the key liaison between POD Leader and Operations/Program Leaders to ensure alignment on client engagement, requirements, and escalation management. • Align POD-level goals with program objectives and the broader business strategy. • Partner with Program and POD Leaders for strategic planning, including forecasting performance, capacity planning, and staffing to meet revenue goals. • Audit Life Cycle Management: • Collaborate across functions to ensure effective service delivery throughout the audit lifecycle—from data management and selections to recovery. • Review exceptions, analyze anomalies, and provide insights with appropriate narrative and resolution actions. • Monitor audit KPIs, SLAs including volume, capacity, forecasting, audit completion, TATs, priority completions, and recovery & collection • Client Engagement: • Maintain dual accountability with Program Leaders for client-facing communications and engagement. • Respond to adhoc client needs, compliance, and administrative requirements promptly. • Ensure timely and appropriate client communication alongside Program Leaders. • Analytics and Technology: • Lead analytics initiatives in collaboration with Program Leaders for business intelligence and advanced reporting solutions. • Drive technology initiatives to enhance operational efficiencies and work closely with Program Leaders on solutioning. • Service Delivery Excellence & Operational Efficiency • Conduct continuous 360-degree reviews of service delivery and identify improvement areas. • Work with Program Leaders to uphold high standards and timely delivery of all reports to senior leadership. • Identify revenue leakage and bottlenecks; collaborate cross-functionally to implement scalable solutions. • Facilitate regular review meetings with Program and POD Leaders to discuss progress and insights. • Present performance metrics, revenue trends, and risk assessments to senior management. • Digital Transformation • Collaborate with Digital Engineering and Tech teams to evaluate and implement automation and analytics tools aligned with business objectives. Manager - POD Operations: Key Responsibilities Working Hours: 40 HOURS PER WEEK, FULL TIME EMPLOYEE. Key Competencies: • Strategic Thinking & Alignment • Analytical & Data-Driven Decision Making • Client Relationship Management • Cross-Functional Collaboration • Problem Solving & Escalation Management • Process Improvement & Operational Excellence • Leadership & Team Management Strategic Coordination: Facilitate seamless alignment and collaboration between POD and Program operations to support overall business goals. Audit Lifecycle Oversight: Manage the end-to-end audit process, ensuring timely, accurate, and compliant execution of audits. Service Delivery Excellence: Drive continuous improvements in service quality to enhance client satisfaction and operational performance. Client Relationship Management: Build and maintain strong client relationships, addressing their needs and resolving issues promptly. Support Growth Initiatives: Partner with business development teams to identify and enable growth opportunities within POD operations. Analytics and Technology Enablement: Lead adoption of data analytics and technology tools to improve decision-making and operational efficiency. Compliance Management: Ensure all processes comply with regulatory requirements and internal policies, addressing any gaps proactively. Stakeholder Engagement: Act as a bridge between key stakeholders, facilitating clear communication and collaboration. Revenue Optimization: Identify and implement strategies to maximize revenue and profitability within POD operations. Operational Efficiency: Continuously optimize workflows and processes to reduce costs, increase productivity, and meet performance targets. • Bachelor’s degree in any or related field; MBA or relevant advanced degree preferred. • Experience: Minimum of 10 years’ experience in US Healthcare and Payment Services LOB preferred. • 5+ years of experience in operations management, preferably in audit lifecycle or service delivery domains. • Proven experience in strategic planning, client engagement, and cross-functional team leadership. • Strong analytical skills with proficiency in metrics tracking, reporting, and business intelligence tools. • Excellent communication skills with client-facing experience. • Ability to manage multiple stakeholders and complex escalations effectively. • Experience with compliance standards (HIPAA, CMS) and quality assurance. • Familiarity with digital transformation initiatives and technology-driven process improvements.