Role description
UST Title – Manager II - BPM
Who we are:
At UST, we help the world’s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we work with our client to co-create lasting change. Together, with over 30,000 employees in 30+ countries, we build for boundless impact—touching billions of lives in the process. Visit us at .
Summary:
UST is looking for
BPO Manager - Healthcare Role Summary The BPO Manager is accountable for end-to-end service delivery, operational excellence, and client satisfaction across healthcare payer BPO workstreams.
This role leads multi-functional teams spanning Claims, Enrollment & Billing, Provider Operations, Product Configuration, Contact Center,Clinical management ensuring SLA adherence, quality, productivity, and transformation outcomes.
The ideal candidate brings deep US healthcare domain expertise with hands-on or supervisory exposure to payer platform and a proven ability to operate and scale high-performance BPO delivery models.
Key Responsibilities
1. Service Delivery & Operations Ownership Own end-to-end delivery across assigned workstreams (Claims, E&B, PDM, Contact Center, etc.) aligned to contractual SLAs Drive consistent performance across quality, productivity, TAT, and cost benchmarks Ensure adherence to SOPs, compliance frameworks (HIPAA/CMS), and audit readiness Lead queue management, workload balancing, and capacity optimization across geographies
2. Client & Stakeholder Management Act as the primary operations interface for client counterparts Drive governance cadence (weekly/monthly reviews, SLA reporting, RCA discussions) Build strong relationships and proactively identify opportunities for value addition and expansion
3. Continuous Improvement & Transformation Lead process transformation initiatives using Lean, Six Sigma, and automation levers Identify opportunities for AI/automation, workflow optimization, and cost reduction Drive RCA-based improvements to enhance quality and prevent defect leakage Champion best practices across operations and standardize processes
4. Financial & Commercial Management Own unit-level P&L components (cost, productivity, utilization, margins) Drive efficiency improvements and cost optimization (onshore/offshore leverage) Support business growth via solutioning inputs, RFP responses, and BAFO discussions
5. People Leadership & Talent Development Manage large teams across roles (Processors, QA, TLs, SMEs) Drive hiring, onboarding, capability building, and succession planning Lead performance management, coaching, and retention strategies Build domain and platform competency (especially Facets) within teams
6. Risk, Compliance & Governance Ensure strict adherence to HIPAA, regulatory, and data security requirements Identify and mitigate operational and delivery risks Maintain audit readiness and compliance documentation
Experience 12-18 years of experience in Healthcare BPO / Payer Operations Minimum 5+ years in operations leadership / delivery management role Proven experience managing multi-workstream, multi-location delivery Domain Expertise Strong understanding of US healthcare payer operations including: Claims (adjudication, adjustments, appeals) Enrollment & Billing Provider Data Management / Credentialing/Contact Center Product Configuration / Group Setup Clinical - UM/CM/Risk Adjustment Facets (Preferred) Working knowledge of Facets platform across: Claims processing & adjudication workflows Membership & enrollment modules Billing and accumulators Product configuration / benefits setup Exposure to Facets integrations, upgrades, or production support is highly desirable Core Skills Strong delivery leadership and stakeholder management Analytical mindset with data-driven decision-making Expertise in SLA/KPI management and reporting Process improvement and transformation orientation Financial acumen and cost optimization capability Excellent communication and executive presence Key Success Metrics SLA adherence (Quality, TAT, Productivity) Client satisfaction (CSAT/NPS) Cost efficiency and margin improvement Attrition and team engagement levels Transformation outcomes (automation, productivity gains)Required Skills and Experience
- Experience: 12 to 18 years
- Required skills: BPO, Healthcare, ITSM, Program Management, Test Automation
What we believe:
We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion and to place people at the centre of everything we do.
Humility:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.
Humanity:
Through business, we will better the lives of those less fortunate than ourselves.
Integrity:
We honour our commitments and act with responsibility in all our relationships.
Equal Employment Opportunity Statement
UST is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.
All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
- To support and promote the values of UST.
- Comply with all Company policies and procedures
Digital Transformation Solutions Company | UST
UST helps the world’s best organizations succeed through digital transformation, crafting disruptive solutions and strategies bringing our clients’ vision to life.
Skills
BPO, Healthcare, ITSM, Program Management, Test Automation
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
