Associate Vice President - Contact Center Solutions

AVP Solutions - Contact Center Solutions

Mandatory Ask: 18+ Years' Overall Work Experience / Min 12+ Years In Contact Center Solutions & Presales

Ideation Of The Role:

- Help ideate and reposition the organisation as an innovative U.S Healthcare BPM services Market Leader, through Solutions Architecting to enable Sales and Client Services teams to champion innovative solutions that drive efficiencies, drive value to make our client organizations more productive and better able to anticipate consumer needs (Increase client preference for the organisation and help build innovative solutions).

- Design solutions for a mix of traditional administrative services along with cutting edge automation/transformation led solutions at each stage of the consumer journey - member, provider and agent servicing including understanding Medicare & commercial lines of business.

- Your industry focus will be oriented towards back-office and front-office services for North American and UK based clients in healthcare. Experience in solution design for seasonal enrolments.

- Ability to design solution that define committed outcomes to the customers.

- Collaborate as a key member of the sales team to represent solution offerings from discovery to deal closure, facilitating the transition to the organization's delivery organizations.

- The ideal candidate is a Thought Leader, accountable for Conceptualizing, Partnering, and Delivering new line of solutions across U.S healthcare domain.

- A leader who has intense intellectual curiosity about exceeding customer expectations, keenly situationally aware, a selfless team player, relentless in the pursuit of closing large global deals, deep appreciation for global delivery and diversity, and guided by a strong ethical compass.

Vision Of The Role:

Role Spectrum:

- Leading Solutions Architecting from a Design Practice globally.

- Execute the Vision/Drive the Road Map for Solutions Architecting.

- Works with key stakeholders to execute the long-term vision and develop the roadmap for a differentiated and competitive offering in the marketplace.

- Communicates the product/ services development roadmap (short, mid and long term) on a regular basis to both internal and client audiences.

- Coordinates with key stakeholders including Product/ Service leads with the goal of creating a 'seamless, integrated, consistent" user experience across relevant products led standardization, optimized operating model, governance, return/value on investment, financial management for the function.

Objectives & Responsibilities Of The Solutions Architect:

Leadership/Supervisory Role:

- The SA is a client-facing role that interprets and translates business challenges into transformational solutions that can be configured through existing and developing channels.

- Ability to design BPaaS, operations and transformative solutions.

- Full & comprehensive understanding of healthcare services spectrum for payer and provider services. For payer services - enrolments, plan/benefit configuration, premium billing, end-to-end claims servicing, payment integrity, provider data management including credentialing, utilization management and member/provider calls. On the provider side RCM, coding services.

- Market view of different platforms and technologies available.

- Ability to design solution that define committed outcomes to the customers.

- Work with internal stakeholders across technology, WFM, SMEs, operations, automation, and others and design a holistic solution.

- Have the ability to do internal leadership presentations.

- Lead customer presentations across the cycle, wear a consultant hat, ability to do onsite assessments.

- Engage in conversations to understand and define problem statements and design the solutions.

- Collaborate as a key member of the sales team to represent solution offerings from discovery to deal closure, facilitating the transition to the organization's delivery organizations.

Strategy:

Instrumental in designing the GTM Strategy leading to:

- Builds and maintains a detailed view of competitive offerings, making sure that the sales team is fully briefed, and that product strategy is developed with a detailed view of competing offerings.

- Works with finance and sales to manage and adjust pricing based on market conditions and profitability goals.

- Works across the organization to champion the product/solution and find ways in which the business can bring value to a broader audience.

- With Legal, develops contract templates that accurately define SOW, standard delivery terms, invoicing, etc.

- Working with marketing, helps to develop and update sales materials, web pages, presentations, and RFP responses.

Collaboration:

- Plays a highly collaborative role, building solid cross-functional relationships with departmental heads and management across the business spectrum.

- Partners with other operations, clients, L&D and HR function to determine program priorities, roll-out plans, set program deadlines, ROI and analytics.

- Collaborates with departmental heads and managers, to identify areas that require training and to develop program requirements unique to each department. Ability to work closely with key stakeholders in addressing gaps in the overall Solution designs.

Reporting & Analytics:

- Plays an analytical role conducting current and ongoing strategic assessments of business-wide training and development programs and initiatives.

- Ensure effective data governance, reporting and measures program delivery quality, which ensures continuous improvement, maintenance, and adjustment in Solutions delivery.

Knowledge:

- Guide stakeholders, both internal and external, on the path to the solution while driving executive sign-off.

- Prepare spend estimates, work plans and identify delivery locations while gaining input and buy-in from the legal, finance and delivery teams on approach, solution plan and cost to deliver.

- Expertise in different pricing models like PMPM, outcome based, transaction and FTE.