Director – Process Excellence

Role Summary

We are looking for a
hands-on, execution-focused

Process Excellence leader who will drive end-to-end process improvement, standardization, and operational efficiency across Clinical Support Services (CSS). This role is ideal for a leader who is
not afraid to roll up their sleeves

, dive deep into processes, identify gaps, and work directly with teams to implement sustainable improvements.

The Director – Process Excellence will partner with Operations, Product, Technology, and Client Teams to build scalable, tech-enabled processes that enhance productivity, quality, cost efficiency, and client experience. This leader will play a key role in shaping IKS's journey from a
human-led to a tech-led operating model

.

Key Responsibilities
1. Process Excellence & Standardization

• Lead end-to-end process assessments to identify inefficiencies, gaps, and improvement opportunities across CSS service lines (including scribing, documentation, coding, and clinical support workflows).
• Design, implement, and govern standard operating procedures (SOPs), playbooks, and best practices across delivery teams.
• Establish process frameworks and operating cadences to drive continuous improvement and consistency.

2. Hands-on Transformation Execution

• Personally map, re-design, and implement workflows (this is a
  "doer" role

– not just strategy).
- Work on the ground with operations teams to pilot, refine, and stabilize new processes and transformation initiatives.
- Build strong feedback loops with delivery teams and ensure adoption of new processes.

3. Quality, Performance & Efficiency Improvement

• Define quality benchmarks, accuracy & efficiency standards; set & track KPIs to measure impact of improvement initiatives.
• Reduce process waste and cost per transaction through systematic interventions (LEAN, Six Sigma, RCA, Poka-Yoke).
• Partner with QA to improve accuracy, audit mechanisms, and error-prevention frameworks.

4. Tech-Enabled Process Re-Engineering

• Work closely with the Tech Transformation team to embed automation, AI, analytics, and tools into redesigned workflows.
• Translate operational challenges into tech-enabled use cases and support pilots alongside the engineering and product teams.

5. Support Client Onboarding & Stabilization

• Build "Day Zero" onboarding templates, process maps, RACI, and readiness assessments for new client launches.
• Represent Process Excellence in pre-sales and onboarding calls to ensure scalable processes from the start.
• Lead day stabilization process with measurable outcomes.

6. Change Management & Stakeholder Engagement

• Drive adoption and sustainment of new processes by engaging delivery, training, and client teams.
• Facilitate workshops, Kaizens, RCA sessions, and continuous improvement forums across CSS.
• Coach, mentor, and develop a culture of process discipline and innovation across teams.

Qualifications & Experience

Must Have:

• 10–14 years of total experience, with at least
  5+ years in process excellence/continuous improvement

roles.
- Experience in
Healthcare Operations (preferably US Healthcare)

– Coding/Scribing/RCM/Clinical Ops.
- Proven record of executing transformation projects personally –
not only governing or consulting

.
- Strong exposure to Lean/Six Sigma tools (certification preferred but not mandatory if experience is strong).
- Ability to deep-dive into data, form hypotheses, test solutions, and drive measurable impact.

Preferred:

• Experience implementing tech-enabled process improvements (automation/AI/workflow tools).
• Experience partnering with cross-functional stakeholders across Ops/Product/Tech/Client.

Who Will Succeed in This Role

This role is NOT for someone who:

only drives projects from a conference / meeting room

focuses on documentation, governance, or theoretical frameworks

delegates execution to others

This role IS for someone who:

rolls up their sleeves

and works alongside teams

loves solving operational problems and simplifying processes

is execution-obsessed, outcome-oriented, and data-driven

can influence without authority and drive change in a fast-moving environment

Why Join Us

• Drive a high-visibility charter directly impacting IKS's future operating model.
• Be at the center of
  transforming CSS into a tech-led, scalable, and efficiency-driven business

.
- Opportunity to build a Process Excellence function from the ground up and shape its culture, team, and impact.