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HMHMM Deutschland GmbH

Director of Customer Operations & Projects(m/w/x)

Moers
ab 120.000 - 150.000 / Jahr
Vollzeitmit HomeofficeManagement
AI/ML
Jetzt bewerben
Nejo KI-Zusammenfassung

Professionalizing claims processing and pharmaceutical billing workflows for German statutory health insurers. Experience in healthcare IT or BPO operations required. Flexible hybrid working, 30 days annual leave.

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Anforderungen

  • Direct experience in healthcare IT, GKV/SGB workflow processing, pharmaceutical billing, or regulated German-speaking healthcare services environment
  • Proven track record owning large, complex customer-facing programmes; experience running or building PMO or PM team is advantage
  • Background managing or transforming high-volume BPO or managed services operations; comfortable with throughput economics and SLA governance
  • Track record owning senior customer relationships at Director or Head of Operations level, including escalation management and account recovery
  • Demonstrated ability to build, lead, and develop high-performing operational teams through change
  • Business fluent in German and English
  • Experience leading teams through AI-driven or technology-led operational transformation
  • Germany-based with willingness to work regularly from NRW office and travel to customer sites; NRW region preferred

Aufgaben

  • Reset and professionalize the delivery function
  • Establish clear standards, accountabilities, and operating rhythms
  • Organize the team around key customer programs and strategic projects
  • Ensure clear ownership, milestones, and governance for initiatives
  • Build a high-performing, cohesive team
  • Hire well, develop talent, set expectations, and address underperformance
  • Create a culture of delivery discipline
  • Coach and develop the next layer of leadership
  • Lead the team through significant operational change
  • Own the project management methodology end-to-end
  • Set quality standards and drive consistent delivery discipline
  • Maintain a live portfolio view of all active projects
  • Act as the final internal escalation point for at-risk projects
  • Partner with the CPTO to integrate AI and technology delivery projects
  • Drive adoption and hygiene of the existing toolstack
  • Serve as the senior relationship owner for largest customer accounts
  • Own account project plans and milestones
  • Chair programme steering committees
  • Maintain live risk registers and escalate blockers
  • Ensure contractual SLAs are met monthly
  • Manage any SLA misses proactively
  • Identify expansion opportunities within key accounts
  • Protect relationship continuity through AI-driven transformation
  • Own delivery SLAs across all workflow service lines
  • Track KPIs including tickets per FTE, cost per case, time-to-resolution, and touchless processing rate
  • Manage operations team through AI-driven headcount restructuring
  • Project-manage major in-house billing capability transition
  • Produce a monthly SLA performance dashboard
  • Lead quarterly service reviews with major customers
  • Own the customer satisfaction framework
  • Manage the most important customer relationships
  • Monitor churn risk signals
  • Represent the customer voice internally

Berufserfahrung

ca. 4 - 6 Jahre

Ausbildung

Bachelor-AbschlussODER
Master-Abschluss

Sprachen

Deutsch – verhandlungssicher
Englisch – verhandlungssicher

Benefits

Flexibles Arbeiten
  • Flexible hybrid working
Mehr Urlaubstage
  • 30 days annual leave
Betriebliche Altersvorsorge
  • Company pension with employer contribution
Sonstige Vorteile
  • Relocation support

Von Nejo automatisch aufbereitet

Nejo hat diesen Job automatisch von der Website des Unternehmens HMM Deutschland GmbH erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.

Zur Originalanzeige bei HMM Deutschland GmbH

Über das Unternehmen

HM
HealthcareMoers

HMM Deutschland GmbH is a specialist healthcare workflow processor serving major German statutory health insurers by managing high-volume claims processing and pharmaceutical billing workflows.

banyansoftware.com
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