Job Description

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Position Title, Responsibility Level

Assistant Manager

Function

Healthcare

Reports to

Manager / Sr. Manager

Permanent/ Temporary

Permanent

Span of Control

25 - 30

Location

Kochi, India

Basic Function

• Oversee and manage day-to-day operations to ensure all SLA metrics are met
• Implement company policies in all areas of the operations establish goals for each team and monitor each team's performance and compared against Key Performance Indicators.
• Recommend measures that will improve team performance and communicate clearly with Associates / Sr. Associates client expectations and accountability.
• Coordinate and participate in the completion of all production standards and/or makes recommendations for improvements in overall production, including policies and procedures.
• Recognize performers and recommend development plan for qualified performers.
• Ability to manage a US client independently
• Evolve job responsibilities and establish accountability for all production activities in consultation with respective senior management at EXL
• Screening and recruitment of production staff in consultation with HR.
• Plan staff training and development programs - both internal and external in consultation with HR, relate the same to specific job requirements and develop process to institutionalize the learning.
• Managing all employee issues / queries relating to Operations, HR, Administration, Finance etc. Build a very transparent and open work environment respecting individual initiatives and contributions.
• Completion of employee confirmation review as per standard process, Half yearly and Annual performance review, recommendations for promotions / compensation fitment etc. Timely completion of the task to be ensured.
• Authorize employee leave and holidays, plan alternate / skeleton staff deployment that would result in least disruption to customer deliverables. Implementation of all employee related policies and procedures.

Essential Functions

• Ability to build and work in a process driven environment and one who strictly enforces process discipline.
• Target driven and deliver quality output adhering to agreed time schedules.
• Strong people management skill and ability to drive Team culture and performance
• Quality and time conscious

Primary Internal Interactions

• Establish communication channels that would enable smooth flow and completion of activities. Lead daily meetings with the team members to review daily statistics, process updates, including operational issues and share any necessary news

Primary External Interactions

• Day on day communication (written or verbal) with client supervisors and SMEs as needed

• Join and participate in weekly review with US clients. Give performance update on the client call and answer any questions asked

Organizational Relationships

Reports To : AVP/VP Supervises : Sr. Associate/ Associate

Skills

Technical Skills

• Working knowledge of MS office (Word, Excel and Power point) and Internet / Outlook
• Analytical skills to evaluate performance numbers, identify gaps and give the feedback objectively

Process Specific Skills

• Advanced knowledge and ability to navigate client systems.
• Need to be a process expert
• US Healthcare knowledge

Soft skills (Desired)

Soft Skills (Minimum)

• Strong comprehension skills
• Hands on experience in independently managing deliveries in a process Services Industry with very high emphasis on people, operations and process Management.
• Ability to communicate clearly
• Proactively raise any challenges, communicate to management and client

Education Requirements

Minimum bachelor's degree in any stream. 15 years of education

Work Experience Requirements

Experience in Claims or Appeals Processing in US Healthcare industry is mandatory

Minimum of 3 years of work experience with proven records of 1 year of people management and operational excellence in an acting role (Vertical movement) or as AM (lateral movement)

Intermediate level Knowledge in MS Excel and Word is preferred for reports and data analysis

Annexures:

Acknowledgement (acknowledge that the information contained in this document is factual and complete)



Candidate Supervisor/Manager Date