Associate Director of Operations

2 days ago

Cochin, Kerala, India Cliniqon® Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Overview:

The Associate Director of Operations provides strategic and operational leadership to our non-clinical support division. This role oversees a large multi-tiered team of 160+ agents, Team Leads, and Operations Management to ensure service excellence, operational efficiency, and alignment with organizational goals. The Associate Director partners closely with executive leadership and cross-functional stakeholders to drive performance, accountability, professional development, and continuous improvement.

Key Responsibilities:

Leadership & Team Management

  • Provide overall leadership, direction, and strategic guidance to a department of 160+ non-clinical agents supported by Team Leads and Operations Managers.
  • Foster a high-performance culture through coaching, mentorship, empowerment, and clear expectations.
  • Develop leadership capabilities within the management team, promoting consistent communication, accountability, and professional development.
  • Establish and reinforce performance standards, workflows, and best practices to ensure service quality and efficiency.

Operational Oversight

  • Oversee daily operations to ensure service-level agreements, productivity targets, and quality measures are consistently achieved.
  • Provide strategic escalation support and operational decision-making in complex or high-impact scenarios.
  • Lead initiatives to enhance efficiency, streamline workflows, and improve cross-team collaboration.

Reporting, Metrics & Performance Management

  • Oversee end-of-month consolidation of agent production logs, ensuring accuracy and timeliness for billing and financial reconciliation.
  • Monitor and evaluate key performance indicators (KPIs) to identify trends, risks, and opportunities for improvement.
  • Ensure operational reporting is clear, timely, and actionable for senior leadership and finance stakeholders.
  • Implement structured performance management processes and accountability frameworks across the department.

Quality & Continuous Improvement

  • Drive continuous improvement initiatives focused on service quality, productivity, and employee development.
  • Collaborate with Training team to enhance onboarding, coaching programs, and ongoing professional development.
  • Establish standards and feedback loops that support consistency in performance and positive service outcomes.

Cross-Functional Collaboration

  • Align departmental strategy with organizational goals through close partnership with executive leadership.
  • Collaborate with IT, HR, Workforce Management, Quality, and Clinical and RCM teams to ensure integrated operational success.
  • Serve as an operational contact for internal and external partners as needed.

Qualifications:

  • Bachelor's degree in business, Healthcare Administration, Operations Management, or
  • 7+ years of progressive experience in operations leadership, preferably in US healthcare services, contact center, or BPO environments.
  • Proven experience leading large teams (100+ staff) through multi-layer management structures.
  • Strong analytical, problem-solving and writing skills.
  • Excellent communication and leadership abilities.
  • Highly organized and able to work proactively and independently.
  • Demonstrates a customer-centric mindset with the ability to guide teams in delivering responsive, respectful, and solution-oriented service.
  • Demonstrated proficiency in Microsoft Office Suite, including data manipulation and reporting in Excel and effective communication and collaboration through Microsoft Teams.
  • Ability to drive clarity, alignment, and ownership in a fast-paced, evolving environment.

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