Senior Director - Solutions

Role Summary

The Solution Architect will play a strategic role in positioning the organization as a leading end-to-end partner in the U.S. healthcare ecosystem. This role is responsible for designing innovative, outcome-driven solutions across back-office operations, enabling enhanced client value, operational efficiency, and competitive differentiation. The individual will be a key contributor across the sales lifecycle, from opportunity discovery to solution design and successful transition to delivery.

Role Details

Role: Solution Architect

Designation : Senior Director

Function : Solutions

Domain Expertise : Back-Office Operations (U.S. Healthcare preferred)

Experience (Mandatory)

12–14 years in BPO Operations/Solutions (Back-Office)

Experience (Preferred)

12–14 years in Healthcare BPO Operations/Solutions

Overall Experience : 15–18 years

Location: India (Offshore)

Work Model : Hybrid (Remote + Office)

Role Type : Individual Contributor

Employment Type: Permanent

Reporting To : VP – Solutions

Role Overview

The Solution Architect will drive solution innovation across traditional administrative services and next-generation digital transformation initiatives. The role requires deep expertise in U.S. healthcare back-office operations, including Claims, Enrollment & Billing, Configuration, Mailroom, Provider Network Operations, General & Administrative (G&A), and Revenue Cycle Management (RCM).

The incumbent will design and deliver scalable, outcome-based solutions aligned to client needs across the member, provider, and agent lifecycle, while contributing to thought leadership and market differentiation.

Solutions Function – Scope & Capabilities

This function plays a critical role in bridging client requirements with scalable, technology-enabled business solutions. Key components include:

• Needs Assessment: Conduct in-depth discovery sessions to understand client business challenges, operational gaps, and strategic objectives, translating them into clearly defined problem statements.
• Solution Design: Develop tailored, end-to-end solutions encompassing process design, operating models, technology enablement, and transformation strategies aligned to client needs.
• Implementation Oversight: Guide the deployment of solutions, ensuring seamless integration into existing client environments, supported by structured transition plans, training, and change management.
• Optimization & Continuous Improvement: Monitor solution performance against defined KPIs and outcomes, driving continuous improvement through data-led insights and feedback loops.
• Innovation & Transformation: Leverage industry trends, emerging technologies, and automation capabilities to design forward-looking, differentiated solutions that create competitive advantage.
• Client Engagement & Stakeholder Management: Act as a strategic liaison between clients and internal teams, ensuring alignment, transparency, and consistent delivery of business objectives.

Key Responsibilities

1. Solution Leadership & Client Engagement

• Serve as a trusted client-facing solutions partner, translating complex business challenges into scalable, transformation-led solutions.
• Lead discovery sessions, client workshops, and executive presentations across the sales lifecycle.
• Design and deliver BPaaS, operational, and digital/automation-led solutions across healthcare payer, provider value chains & Managed services.
• Conduct onsite and virtual assessments to define problem statements and align solutions with measurable outcomes.
• Ensure seamless transition of solutions from sales to delivery teams.

2. Solution Design & Domain Expertise

• Architect end-to-end, outcome-driven solutions leveraging platforms, technology, and optimized operating models.
• Apply deep domain expertise in U.S. healthcare back-office and RCM operations.
• Integrate automation, analytics, and digital capabilities into solution frameworks.
• Collaborate with cross-functional teams including technology, operations, WFM, SMEs, and automation specialists.

3. Strategy & Go-To-Market (GTM)

• Contribute to and shape GTM strategies aligned with market trends and competitive positioning.
• Partner with sales and finance teams to develop commercially viable and competitive pricing models.
• Support RFP responses, proposals, client pitches, and marketing initiatives.
• Drive internal alignment to scale and replicate successful solution offerings.

4. Cross-Functional Collaboration

• Build strong partnerships across operations, HR, L&D, technology, and client stakeholders.
• Align on delivery models, timelines, implementation strategies, and ROI expectations.
• Identify capability gaps and drive continuous improvement in solution development and execution.

5. Governance, Analytics & Performance Management

• Establish robust governance frameworks, reporting structures, and quality benchmarks.
• Drive data-led decision-making through continuous performance evaluation and insights.
• Monitor solution effectiveness, delivery quality, and business outcomes to ensure sustained value realization.

6. Commercial & Solution Ownership

• Develop comprehensive cost models and pricing constructs (FTE-based, transaction-based, outcome-based, PMPM, and managed services).
• Define delivery strategy including location planning, resource modeling, and financial estimates.
• Collaborate with finance, legal, and delivery teams to finalize solution constructs and contracts.
• Drive executive alignment and secure approvals for proposed solutions.

Key Competencies

• Strong business acumen with a focus on outcomes, profitability, and client value
• Deep understanding of global delivery and offshore models
• High level of customer-centricity and executive presence
• Strong analytical, problem-solving, and communication skills, with exposure to AI-driven reporting, dashboards, and presentations.
• Proven ability to influence stakeholders and close large, complex deals
• Innovative mindset with a focus on digital transformation and automation