Business Excellence Role - BPO

About Sagility

Sagility is a tech-enabled BPM services provider, a thought partner providing a broad spectrum of transformational services, to enable our clients provide efficient and hi-quality care across the healthcare system.

Sagility- combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. We optimize the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics.

Leading industry analyst firms have consistently cited our service excellence, breadth of offerings, and ability to execute. The most recent being recognized as a leader for Healthcare Payer/Provider Operations in 2022 as a part The Healthcare Payer Operations PEAK Matrix- Assessment report by Everest Group. To learn more about our recognitions please visit our AWARDS SECTION

We have 35,000+ employees in 15 cities across 5 countries - India, Philippines, USA, Jamaica, and Colombia.

About Sagility Technology

We are the technology wing of Sagility, providing a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Sagility Technology uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues and create custom solution roadmap to improve efficiency, engagement, data management, and overall processes.

About Sagility Care Management

A technology-enabled care management services arm of Sagility focused on applying whole-person interventions to improve healthcare outcomes, reduce costs, and increase satisfaction.

Desired skills and qualification:

- Must possess a Graduate degree.

- Masters in Business Administration or any Post-graduation will be an advantage

- Certified Six Sigma Black Belt from reputed institutes/companies like ASQ, ISI, GE, Genpact or similar; with minimum 6 years of experience in the role of Quality at various levels. MBB training or certification would be an added advantage

- PMP or Prince2 or similar Project Management certification

- ISO 9001, COPC certifications / experience would be desirable

Desired Experience:

- Around 15 to 18 years, with approx. 10+ years of BPO experience

- Prior experience in US healthcare BPO (Payer) is necessary

- Candidates with stability preferred in terms of previous job changes

- Preferably, should have leadership experience in manufacturing/ services in the field of Quality/ Excellence/ Operations/Automation

- Work experience in MNCs or reputed organizations will be an added advantage

Objective and responsibility

Strategic Thinking

Driving Performance and results



People Management

Client relationships



Quality Assurance

Continuous Improvement



The responsibilities include, but not limited to, the following:

- Quality Assurance

o Ensure Program Quality objectives and SLA's are met.

o Ensure Program Quality measurements are reflective of Quality levels perceived by the client

- Value Creation

Deliver tangible value to the clients thru

o Process Reengineering, Transformation projects leveraging Digital capability ( Automation, Analytics, etc.)

o Cross geo/cross tower projects

o Drive client specific initiatives

- Efficiency Improvement

- Reduce cost of operations

o Reduce cost of quality

o Improve productivity

o Optimize Spans & Ratios

o Utilization Improvement

o Speed To Proficiency - Learning curve reduction

- Delivery Excellence

o Improve process capability

o Improve end to end service delivery processes

o Build and leverage Continuous Improvement

o Meet SLA commitments

o Lead and manage Interventions

- Standard Methods and Practices

o Design and deploy Practice Capability & Maturity Models

o Standard Methodologies, Playbooks

o Business Health & Compliance

- People Management

o Ensure employee engagement thru strong people connect and managing grievances with the help of HRBP and leadership team as appropriate

o Drive team upskilling initiatives

o Ensure appropriate staffing and back up plans to ensure business continuity

- Client relationship

o Manage client conversations w.r.t. Quality and Continuous Improvement

o Periodically present value-adds in business reviews

o Manage and drive client satisfaction improvement projects and key actions

Your life with us

Sagility believes in Doing Right by its People.

We believe in providing strong growth opportunities, multiple training programs to support your learning curve, exposure to large international clients and access to advanced technologies and solutions at your disposal - so that you can focus on making a difference through your role.

We are an inclusive, open, and welcoming organization where our people are at the heart of everything that we do. We believe in giving back to the local communities in which we operate. We have strong rewards and recognition platforms, programs where your ideas can turn into reality.

We respect the need for a composite life and to encourage the same, we have employee friendly leave policies for the much needed down time and a lot more. Our medical insurance coverage is one of the best in class, covering you and your family when you need it. Last but not the least, we have lots of fun everyday through our wellbeing programs, talent shows, engagement activities - it's an endless list!

Relevant candidates can mail their profile at singh.rashmi@sagilityhealth.com