TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
The role focuses on transforming TELUS Health's service operations by implementing innovative processes, optimizing systems, and standardizing frameworks. It aims to address user frustration, revenue leakage, system fragmentation, and manual workflows while improving efficiency, scalability, and profitability. Responsibilities include aligning service delivery with financial goals, automating processes, setting SLAs, managing escalations, integrating systems, and overseeing NZ integration to enhance service quality and drive sustainable growth, particularly in fee-for-service offerings.
Operational Excellence Lead – Drive Transformation in Service Delivery
Join TELUS Health and play a pivotal role in revolutionizing service delivery across the APAC region. We are seeking an experienced and visionary leader to streamline operations, enhance service quality, and unlock growth opportunities.
Key Responsibilities:
· Systems Alignment & Improvement: Collaborate with Product teams to ensure systems are fit-for-purpose, aligned, and optimized for fee-for-service delivery models in APAC.
· Maximize Growth: Align service delivery models with revenue objectives and strategic growth opportunities.
· Efficiency Through Technology: Implement technology-driven efficiencies to automate tracking from order to billing and enable robust financial validation processes.
· Standardization of Frameworks: Establish and enhance service frameworks, including SLAs, escalation management, billing accuracy, and operational processes.
· Automation & Monitoring: Design and execute automated validation processes for service delivery, system monitoring, and reconciliation.
· Workforce Management: Partner with WFM teams to ensure alignment of resources.
· AI-Driven Solutions: Champion AI automation to streamline reporting, improve quality assurance, and identify client upsell opportunities.
· Operational Dashboards: Develop and deploy dashboards and workflows for real-time service tracking and management.
· Billing Accuracy: Lead initiatives to implement automated billing validation and conduct regular revenue audits.
A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.
