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 an exceptional customer experience to our customers. The leader of our FinThrive India Support Services team is a key member of our Support & Endbalment Services organization and will be accountable for strategy, operations, talent retention, and meeting goals. The leader must have a customer focus while they lead their teams to deliver high quality and timeliness on customer issues, maintain a strong partnership with Support Services teams in the US, and deliver operational efficiencies. The Support Services team consists of 115 colleagues and has four functional areas of responsibility across Tier 1 & 2 support: Application Support, Technical Support, Data Services, and Payer Connection Services.

What you will do

• Partner and collaborate across the Support & Enablement Services leadership team to execute collective goals and provide customers with a consistent experience
• Drive our FinThrive Up Customer Experience culture across the organization
• Monitor and analyze KPIs and operational metrics to ensure the team is delivering on goals
• Identify operational efficiencies, colleague and customer experience improvements
• Develop and monitor team capacity plans
• Mentorship across your leadership team as well as peer teams
• Lead projects related to customer experience improvements, colleague experience, and operational efficiencies
• Lead and present in team level and senior leadership team meetings
• Foster a positive team environment by driving standards, consistency, collaboration, accountability, and quality

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
• Experience working with a US healthcare technology company
• Experience with US Revenue Cycle Management
• Minimum 4 years of experience at a SaaS company (software company)
• Experience supervising leaders as direct reports
• Experience managing a budget
• Experience working and leading colleagues in a hybrid environment
• Excellent written and verbal communication skills
• Ability to lead by example through consistent demonstration of teamwork, integrity, respect, excellence, accountability, and customer service
• Travel required: Minimal (a couple of times a year)

What we would like to see

• 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.

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