IKS Health - Account Delivery Leader - Margin

Job Description & Responsibilities:

Financials

- Support market leader on achieving revenue and growth budgets

- Own achieving profitability targets for account (up to GM%)

- Responsibility for the assigned customer account to effectively manage the P&L (aspects defined as per KPI / KRA on Revenues & Operating Efficiency)

- Ensure timely preparation and validation of monthly invoice

- Forecast IKS Revenue, Costs and Headcount for signed SOWs

- Manage to the contract (including scope creep, support contract renewals)

- Collaborate with the Market Leader and sign off any out of contract discounts or incentive conversations during the term of the SOW (only if needed)

- Provide annual budgets for signed SOWs

Deliver to the SOW(s)

- Act as CBO Leader for the client practice

- Drive teams to achieve agreed SLA / Metrics by optimal use of resources, review & execution of identified action plans & team performance reviews

- Adherence to defined Quality norms & identify process issues impacting delivery or client business

- Proactively identify areas of improvement in overall performance and direction to direct reportees on delivery Course Correction (Analyze business metrics trends, potential issues & escalations, Client feedback & business strategy / goals)

- Embrace escalations and identified opportunities from clients / CS / or market leader. Run toward - smoke- as if you were literally on fire. Track - smoke- on a monthly basis. Fix the root cause of the issues

- Raise the bar of engagement & delivery to come across as a partner rather than a vendor

- Become a healthcare / RCM expert thus enable value conversations with Clients down to any depth

- Manage VOC & Customer Satisfaction for the account through governance and timely detection and prevention of issues while aligning with the client business objectives

Ensure Accounts are Started Right

- Work with Solutions, Implementation, and Client Services to understand, contribute, and shape client startup to ensure a successful solution start and migration to steady state.

- Collaborate with Implementation on the Standard Operating Document, maintain and adhere that document, only deviating with written approval via client, post creation.

- Be proficient in creating / comprehending SOW / Contract nuances for accounts managed

Improve Operating Efficiencies

- Demonstrate in-depth know how & understanding of the economics of the RCM business, the levers that need to be exercised / leveraged / moved constantly to achieve the required financial outcomes. Be able to create forecasts & plan for account growth.

- Align & execute Org level initiatives for operational / process efficiency. Assess gap to goal and review with PI / PE leader

- Maintain review & improve delivery efficiency for lines of functions managed

- Develop the required gene pool to seek self-disruption of tasks / activities leveraging technology & other PI / PE interventions

- Identify automation opportunities to impact efficiency & delivery quality

Collaborate with Client Services & Market Leader

- Work in collaboration with client services and CS National SME to alleviate market leaders from any delivery /CSAT related opportunities / problems while leveraging them to work on revenue growth leads assessed / identified in the account managed

- Ensure structured governance with Clients along with the market leader

- Support client services in building relationships with practices, providers & payers to enhance CBO delivery

- Contribute to making Dyad Structure Effective

- Collaboration on Account Margin goals

- Client adherence to SLA

- Client scope creep

- Client behavior that impacts profit or success

- Contribute to the development of short and long terms strategies business and operating goals

- Collaboration on CSAT/NPS

- Personal win mapping across the org

- Communicates client context

- Collaborate with Market Leaders on understanding the client future plans, strategies & align them with IKS deliverables.

- Monthly Dyad Meeting with the Market Leader

- Review and align revenue for the next 5 mos, compare revenue against budget

- Review and align on margin, compare margin against budget

- Review and align on account performance looking at CSAT and customer success metrics

- Review and align on where we are on the Rev Storm tools at account and opportunity level

- Review and align on any opportunity we are pursuing or hoping to create

- From those discussions - highlight actions and plans, with owners and dates, to address any shortfalls in the respective areas.

Internal QBR

- Support the Market Leader in filling out templates

New Business Opportunities

- Identify and collaborate with the Market leaders on the new business opportunities

Compliance

- Educate & drive adherence to Compliance policies & initiatives across the functions managed

- Enforce & support on PHI & HIPAA compliance across the org under self

- Update & keep abreast on the regulations, statutory changes & any other such client market mandates /changes impacting business ( IKS/ Client)

People

- Lead by example & develop congenial, productive work environment & high employee satisfaction for the Org to be the employer of choice

- Maintain Work Force Retention & Satisfaction for the account

- Be able to lead own teams / people effectively & persuade them to strive for & achieve ongoing excellence & improvement across roles

- Create & take appropriate initiatives to strengthen the teams to achieve higher targets & enhance delivery through Trainings, Coaching or Performance Improvement Plans

- Identify, Coach & build succession plan for individual basis their strengths & interest. Help prepare roadmap and external interventions (trainings) required for them.

Need to achieve this within the framework of the Company policy

- To appraise the performance provide feedback, develop action plan, monitor & review this for immediate direct reportees in pre-defined frequency.

Qualification & Experience:

- Graduate in Science/ Engineering and Post Graduate/ MBA with specialization in Business Development / Operations from the leading institutes

- Performance Measure - Measures target achievements, skills at man-management, P&L / EBITDA / Customer Satisfaction /

- Leadership Desired Experience 12+ years related experience of which 6+ years preferably in healthcare BPO/KPO/CRM industry/Service Industry in Operations Job Knowledge

- Managed Team Size of 300 + FTE's. Driven sustained margin growth on year on year basis Strong client interaction & Account management skills. Independently Managed at least 200+ people accounts

- Managed all aspects of Delivery including recruiting, training, career mapping, quality & operational finance

- Leadership Support a positive culture and work environment that promotes IKS as an employer of choice.

- Lead by example - (courteous, energetic, punctual, and respectful, of others and team player)

- Commitment, Strategic Thinking, Effective People Management, open for suggestion, deliberate the decisions

- Open to Travel Domestic & International as applicable (approximately 8 times in a year)