About Us
Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.
Why We Do What We Do
In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.
Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture.
Position Overview
Are you a tech-savvy HR Operations leader with a passion for AI, automation, and continuous improvement? The Zelis People & Culture (P&C) team is seeking a Senior Manager, P&C Operations in India to lead the delivery and continuous improvement of P&C operational services globally. This role manages day-to-day operations and team performance while driving process excellence, shared services transformation, and AI-enabled operational efficiency. The role is a member of the India P&C leadership team and has a matrix relationship to Vice President, P&C Enablement in the US. The role partners closely with P&C Technology, Centers of Excellence (COEs), and others within P&C and Zelis, to scale service delivery, improve employee experience, and support Zelis’ broader AI transformation.What You'll Do:
People Leadership & Operational Management
Lead, coach, and develop India P&C Operations team, including setting objectives, tracking performance, and supporting day-to-day execution.
Support shared services transformation, including identification, hiring, onboarding, and development of team members as operational needs evolve.
Serve as an escalation point for complex employee and stakeholder issues, ensuring service levels and operational metrics meet or exceed expectations.
Execute an excellent associate service delivery experience aligned with enterprise strategy, culture, and values.
Process Excellence, Automation & AI Enablement
Document, map, and maintain end-to-end P&C operational processes using standard methodologies and tools.
Identify opportunities to simplify, standardize, automate, and optimize workflows through technology, automation, and AI.
Support the reimagining of P&C operational processes to enable scalability, efficiency, compliance, and improved employee experience.
Act as a change agent to drive innovation, continuous improvement, and adoption of new ways of working across P&C Operations.
Contribute to Zelis’ broader AI transformation by applying AI-first thinking to P&C programs, service delivery models, and operational workflows.
Stay informed on emerging HR technologies, automation, and AI capabilities, and apply relevant insights to local and global initiatives.
Operational Performance, KPIs & Service Levels
Define, analyze, monitor, and manage key operational KPIs, service levels, and performance metrics to ensure consistent, high-quality P&C service delivery.
Use data and insights to identify trends, risks, and improvement opportunities, and drive targeted actions to improve efficiency, quality, and employee experience.
Ensure operational metrics are reviewed regularly, performance gaps are addressed proactively, and results are communicated clearly to stakeholders.
Leverage KPI and service-level insights to inform process redesign, automation initiatives, and AI-enabled improvements.
Global Operations Partnership
Partner closely with the Global Operations team in Hyderabad, India to enable seamless Tier 1 and Tier 2 service delivery.
Support alignment of processes, service standards, and performance expectations across US and India teams.
Collaborate on work transitions, capacity planning, knowledge transfer, and continuous improvement initiatives to support scalability and consistency.
Strengthen global ways of working through clear governance, communication, and shared accountability for outcomes.
Cross-Functional Collaboration & Governance
Review, update, and implement standard operating procedures with appropriate communication and governance.
Analyze process breakdowns, identify root causes, and ensure lessons learned are incorporated into improved designs.
Partner with P&C Technology, Operations, and COEs to support testing, implementation, stabilization, and adoption of new tools, features, and solutions.
Support work and scope transitions to and from Operations, partnering with COEs and Global Operations to enable centralization and scale.
What You'll Bring:
Strong understanding of P&C / HR processes across the employee lifecycle and demonstrated experience with process documentation, process mapping, workflow design, and continuous improvement.
Proven people leadership experience, including coaching, performance management, and team development.
Demonstrated ability to define, analyze, and monitor KPIs, SLAs, and operational performance metrics. Experience using data to drive operational decisions, continuous improvement, and service delivery outcomes.
Experience partnering with global teams to deliver shared services or operational support at scale.
Strong technical aptitude with the ability to understand, leverage, and advocate for automation and AI-enabled solutions.
Experience with automation tools, workflow technologies, or AI functionality within HR systems.
Experience supporting operational transformation, shared services, or global delivery models.
Strong relationship-building, consultative, and influencing skills, with the ability to communicate effectively across levels and functions.
High level of comfort with HR systems and digital tools (e.g., Workday, ticketing systems, reporting and analytics tools).
Strong analytical, problem-solving, and decision-making skills, with the ability to manage multiple priorities and deadlines.
Bachelor’s degree in Human Resources, Business Administration, or a related field, and 8+ years of relevant P&C experience or equivalent work experience.
Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.
Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email talentacquisition@zelis.com.