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Senior Vice President – Operations

ELLKAY

Aug 2025 - Current (10 months)

Led India operations for healthcare interoperability programs, aligning regional execution with strategy, driving scalable delivery models, optimizing processes, and ensuring seamless healthcare data exchange across providers, payers, labs, and systems. Oversaw and scaled teams of 300+ professionals, driving operational excellence, delivery scalability, innovation, productivity, and performance across healthcare IT platforms while maintaining quality, timelines, service reliability, standards compliance outcomes. Owned P&L, operational governance, and risk management, ensuring financial discipline, regulatory compliance, cost optimization, and sustainable growth while enabling informed decision-making and accountability across large-scale h

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Director – Delivery Operations

MeasureOne

Aug 2020 - Aug 2025 (5 years 1 month)

Directed end-to-end document processing and CPD (Consumer Permission Data) onboarding and delivery operations. Led enterprise transformation initiatives emphasizing automation, workflow optimization, and standardized performance metrics, improving operational efficiency, visibility, predictability, and governance while enabling data-driven decision-making, transparency, and continuous improvement at scale globally. Collaborated with stakeholders and leadership teams to translate business objectives into executable delivery strategies, balancing quality, cost, and timelines while mitigating risks and driving measurable outcomes aligned with organizational priorities. Established robust delivery governance frameworks, performance reviews, and

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Director – Delivery Operations

MeasureOne, Ahmedabad, Gujarat

Aug 2020 - Aug 2025 (5 years 1 month)

Directed end-to-end document processing and CPD (Consumer Permission Data) onboarding and delivery operations. Led enterprise transformation initiatives emphasizing automation, workflow optimization, and standardized performance metrics, improving operational efficiency, visibility, predictability, and governance while enabling data-driven decision-making, transparency, and continuous improvement at scale globally. Collaborated with stakeholders and leadership teams to translate business objectives into executable delivery strategies, balancing quality, cost, and timelines while mitigating risks and driving measurable outcomes aligned with organizational priorities. Established robust delivery governance frameworks, performance reviews, and

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Senior Manager Implementation and Project

Enable Healthcare

May 2019 - Nov 2019 (7 months)

Led end-to-end healthcare implementations by managing project planning, stakeholder coordination, timelines, and deliverables, ensuring smooth onboarding of clients while meeting regulatory, quality, and operational requirements across multiple healthcare environments. Collaborated with cross-functional teams including product, engineering, clinical, and client stakeholders to configure solutions, resolve implementation challenges, and ensure seamless integration aligned with healthcare workflows and business objectives. Oversaw project governance and execution by tracking milestones, risks, and dependencies, driving issue resolution, ensuring adherence to scope, budget, and timelines, and delivering projects with high client satisfaction.

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Contact - On call services

Servoca PLC

Mar 2019 - May 2019 (3 months)

Directed on-call service operations by managing scheduling, client coordination, and rapid response workflows, ensuring uninterrupted service delivery and high service-level adherence across healthcare and support operations. Coordinated with UK and India stakeholders to align operational processes, resolve service escalations, and maintain compliance with contractual requirements while supporting cross-border operational efficiency and communication. Monitored performance metrics and service quality by reviewing call volumes, response times, and resolution outcomes, implementing quick corrective actions to improve reliability, client satisfaction, and operational continuity.

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Contact - On call services

Servoca PLC, Ahmedabad London (Director Of Operations)

Mar 2019 - May 2019 (3 months)

Directed on-call service operations by managing scheduling, client coordination, and rapid response workflows, ensuring uninterrupted service delivery and high service-level adherence across healthcare and support operations. Coordinated with UK and India stakeholders to align operational processes, resolve service escalations, and maintain compliance with contractual requirements while supporting cross-border operational efficiency and communication. Monitored performance metrics and service quality by reviewing call volumes, response times, and resolution outcomes, implementing quick corrective actions to improve reliability, client satisfaction, and operational continuity.

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Director of Operations and Branch Manager

Servoca PLC, Ahmedabad London (Director Of Operations)

Oct 2016 - Mar 2019 (2 years 6 months)

Led operations and branch management by overseeing day-to-day service delivery, workforce planning, and process execution, ensuring operational efficiency, compliance, and consistent performance across on-call and staffing services. Managed cross-functional teams and stakeholders across Ahmedabad and London, driving coordination, performance alignment, and issue resolution to meet service-level agreements and client expectations. Monitored business performance and quality metrics by analyzing operational data, managing escalations, and implementing corrective actions to improve service reliability, client satisfaction, and overall branch profitability.

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Director Of Operations and Branch Manager

Servoca PLC

Oct 2016 - Mar 2019 (2 years 6 months)

Led operations and branch management by overseeing day-to-day service delivery, workforce planning, and process execution, ensuring operational efficiency, compliance, and consistent performance across on-call and staffing services. Managed cross-functional teams and stakeholders across Ahmedabad and London, driving coordination, performance alignment, and issue resolution to meet service-level agreements and client expectations. Monitored business performance and quality metrics by analyzing operational data, managing escalations, and implementing corrective actions to improve service reliability, client satisfaction, and overall branch profitability.

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Process / Project Manager

ASCENDUM KPS

Sep 2015 - Sep 2016 (1 year 1 month)

Led process re-engineering and automation initiatives to streamline workflows, reduce turnaround time, enhance quality, and improve cost efficiency across large-scale programs while driving standardization, scalability, and consistent delivery outcomes enterprise. Implemented data-driven automation frameworks and optimized operating models, improving accuracy, compliance, and productivity while enabling faster decision-making, measurable performance tracking, and sustainable operational improvements across functions and global delivery teams. Partnered with cross-functional leaders to embed continuous improvement culture, balancing quality, speed, and cost, mitigating operational risks, and delivering scalable process excellence aligned wit

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Process / Project Manager

Ascendum KPS Ahmedabad Bangalore

Sep 2015 - Sep 2016 (1 year 1 month)

Led process re-engineering and automation initiatives to streamline workflows, reduce turnaround time, enhance quality, and improve cost efficiency across large-scale programs while driving standardization, scalability, and consistent delivery outcomes enterprise. Implemented data-driven automation frameworks and optimized operating models, improving accuracy, compliance, and productivity while enabling faster decision-making, measurable performance tracking, and sustainable operational improvements across functions and global delivery teams. Partnered with cross-functional leaders to embed continuous improvement culture, balancing quality, speed, and cost, mitigating operational risks, and delivering scalable process excellence aligned wit

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Manager - Client Services & Operations

Medusind | Ahmedabad & Mumbai

Jan 2014 - Jul 2015 (1 year 7 months)

Managed end-to-end Revenue Cycle Management (RCM) operations. Oversaw end-to-end healthcare operations and client delivery across multi-location teams, ensuring SLA adherence, operational consistency, quality outcomes, workforce alignment, and scalable execution while meeting performance targets and organizational objectives. Drove performance management frameworks using KPIs, dashboards, and review mechanisms to improve productivity, accountability, service quality, and decision-making across distributed healthcare operations and cross-functional delivery teams. Led multi-site teams and stakeholders to standardize processes, optimize resources, mitigate risks, and enhance client satisfaction while fostering collaboration, continuous improv

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Account Manager

eClinicalWorks, Ahmedabad

Jul 2010 - Nov 2011 (1 year 5 months)

Managed key healthcare client accounts by overseeing day-to-day operations, relationship management, and service delivery, ensuring adherence to SLAs, high client satisfaction, and long-term account retention. Coordinated with internal teams including implementation, support, and product to resolve issues, manage escalations, and deliver timely solutions aligned with client requirements and healthcare compliance standards. Monitored account performance and reporting by tracking KPIs, preparing MIS reports, and identifying improvement opportunities to optimize service quality, operational efficiency, and account growth.

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Client Services Manager

MAKSON

Feb 2004 - Jun 2010 (6 years 5 months)

Managed global client services operations across Ahmedabad, USA, and Jordan, ensuring seamless service delivery, SLA compliance, and strong client relationships in multi-geography, cross-cultural environments. Acted as primary client liaison by coordinating with operations, technical, and support teams to resolve issues, manage escalations, and ensure timely, high-quality service outcomes. Monitored service performance and reporting through KPI tracking, client reviews, and process improvements, driving operational efficiency, customer satisfaction, and long-term account retention.

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Client Services Manager

MAKSON, Ahmedabad (Ahmedabad USA, Jordan)

Feb 2004 - Jun 2010 (6 years 5 months)

Managed global client services operations across Ahmedabad, USA, and Jordan, ensuring seamless service delivery, SLA compliance, and strong client relationships in multi-geography, cross-cultural environments. Acted as primary client liaison by coordinating with operations, technical, and support teams to resolve issues, manage escalations, and ensure timely, high-quality service outcomes. Monitored service performance and reporting through KPI tracking, client reviews, and process improvements, driving operational efficiency, customer satisfaction, and long-term account retention.

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