General Manager, Support Services

About the Role

The impact you will make

The mission of the Support Services organization is to exemplify the FinThrive Up Customer Promise and deliver on an exceptional customer experience to our customers. The leader of our FinThrive India Support Services team is a key member of our Support & Enablement Services organization and will be accountable for strategy, operations, talent retention and meeting goals. The ideal leader will bring a strong customer-centric mindset, guiding their teams to consistently deliver timely, high-quality resolutions to customer issues. They will foster close collaboration with U.S.-based Support Services teams and champion operational excellence. This role also plays a critical part in driving strategic transformation initiatives, identifying and implementing automation opportunities, and cultivating a culture of continuous improvement and adaptability.

What you will do

• Partner and collaborate across the Support & Enablement Services leadership team to execute on collective goals and provide customers with a consistent experience
• Drive our FinThrive Up Customer Experience culture across the organization
• Monitor and analyze KPIs and quality metrics to ensure team is delivering on goals
• Provide strategic direction and day-to-day leadership to colleagues across multiple functional teams (Application Support, Data Services, Payer Connection Services)
• Inspire, coach and develop a team of leaders and managers, building a high-performance culture that emphasizes accountability, collaboration and growth
• Drive capacity planning, succession planning and career development initiatives to ensure strong leadership pipeline and colleague engagement
• Champion diversity, equity and inclusion to create a workplace where all colleagues feel valued and empowered
• Lead organizational change initiatives by effectively communicating vision, alignment and ensuring smooth adoptions of new processes and technologies
• Balance short-term operational needs with long-term transformation goals, ensuring delivery of excellence while fostering innovation
• Identify, evaluate and drive automation opportunities using RPA and AI
• Lead and present in team level and senior leadership team meetings
• Lead transformation initiatives by leveraging methodologies such as Customer Journey Mapping (CJM) and Value Stream Mapping (VSM)
• Act as a culture catalyst fosting innovation, collaboration and a growth mindset across the team

What you will bring

• BA/BS in business or related concentration
• Minimum 10 years of experience in a leadership role
• Experience leading customer experience support teams
• Minimum 4 years of experience at a SaaS company (software company)
• Willingness to work US business hours
• Experience working and leading colleagues in a hybrid environment
• Knowledge of RPA and AI concepts, with the ability to identify and implement
• Strong change leadership and cultural transformation experience
• Proven ability to consistently demonstrate teamwork, integrity, respect, excellence, accountability and customer service
• Travel required: Minimal (a couple of times a year)

What we would like to see

• Experience working with US healthcare technology company
• Experience with US Revenue Cycle Management
• Hands-on exposure to RPA and AI projects
• Proven experience in transformation programs, Customer Journey Mapping and Value Stream Mapping
• Minimum 4 years experience at a SaaS company
• Experience with SalesForce, MS Office, Netsuite, Dayforce
• Six Sigma (Lean) certification

About FinThrive
FinThrive is advancing the healthcare economy.
For the most recent information on FinThrive's vision for healthcare revenue management visit

Award-winning Culture of Customer-centricity and Reliability
At FinThrive we're proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at

Our Perks and Benefits
FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits.

·       Professional development opportunities  

·       Term life, Accidental & Medical Insurance

·       Meal and Transport arrangements

FinThrive's Core Values and Expectations

·    Demonstrate integrity and ethics in day-to-day tasks and decision-making, adhere to FinThrive's core values of being Customer-Centric, Agile, Reliable, and Engaged, operate effectively in the FinThrive environment and the environment of the workgroup, maintain a focus on self-development and seek out continuous feedback and learning opportunities

·    Support FinThrive's Compliance Program by adhering to policies and procedures about HIPAA, GLBA, FCRA, and other laws applicable to FinThrive's business practices; this includes becoming familiar with FinThrive's Code of Ethics, attending training as required, notifying management or FinThrive's Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations.
 

FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.

2024 FinThrive. All rights reserved. The FinThrive name, products, associated trademarks, and logos are owned by FinThrive or related entities. RV092724TJO

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