Job Description

JOB DESCRIPTION Role Proficiency: A manager should be able to manage all operations for a process / client depending upon the size of the engagement (typical span: 100-120 associates) meeting SLAs and driving operational efficiency. Outcomes: Works closely with the Group Manager to achieve quantitative and qualitative SLAs and KPIs for the team. Ensures that leads have conducted Quality checks providing necessary feedback to their teams and planned corrective actions are put into place. Leads corrective and preventive action creation and provides directions to the team for execution. Demonstrates out of the box thinking to generate ideas towards innovative ways of resolving issues. Ensures that leads are informed on all process and business updates with relevant information cascaded to associates in every team to ensure transparent communication. Considers the cost effectiveness of proposed solution(s). Proactively suggest new technologies for improvements over the existing landscape. Identify opportunities for continued service improvement and delivery excellence which contributes to cost and optimization benefits to customer. Measures of Outcomes: 100% Adherence of team to quality standards process and SLA\'s #Number of non-compliance issues with respect to SOP Zero/No Client Escalations Percent of completion of all mandatory training requirements RCA and Corrective Action Plans Number of high-quality RCA and QA output Guides and mentors the junior associates. Update SOPs and job aids on a weekly basis Delegate tasks and set deadlines for the team Innovativeness (In terms of how many new ideas/thought processes/standards/best practices they come up with) Outputs Expected: Operations: Ensure team handles the work received and adheres to SLAs Quality: Responsible for creating quality plans and implementing quality management function Communication: Responsible for reporting communication with client and internal team members. Reviews and communicates with clients daily and provides status updates obtains feedback and acts immediately on any highlighted issues Team management: Sets expectations manage performance of team and individuals. Provide regular feedback. Coach team towards operational excellence. Perform capacity planning based on increased demand. Recognize high performance and reward accomplishments. Reviews the performance reports on team output and productivity and closely monitors the same. Stakeholder Management: Lead the customer calls and vendor calls. Organize meeting with different stake holders. Take ownership for function\'s internal communications and related change management. Decision Making: Able to make decisions on any matters relating to improving revenue generation and customer satisfaction with regards to call handling and call centre processes. Process/efficiency Improvement: Proactively identify opportunities to increase service levels and mitigate any issues in delivery within the function or across functions. Take accountability for overall productivity efforts within the function including coordination of function specific tasks. Training: On time completion of all mandatory training requirements of organization and customer. Provide on floor training and one on one mentorship for new joiners. Complete certification of respective career paths. Assist new team members to understand the customer environment. Performance Management: Update FAST Goals in NorthStar track report and seek continuous feedback from peers and manager. Set goals for team members and mentees and provide feedback Management: Able to make decisions on any matters relating to improving revenue generation and customer satisfaction with regards to call handling and call centre processes. Leading Projects with higher complexity levels: Lead projects that have a high degree complexity breaking down into components. Plan and guide the team members in effective execution. Escalation: Escalate problems to appropriate individuals/support team based on established guidelines and procedures. Monitoring: Monitors progress of requests for support and ensures users and other interested parties are kept informed. Issue Resolution: Work closely with team members to solve customer problems. Understand agent\'s problems and weaknesses and address Perform root cause analysis to find corrective and preventive actions after every major incident and escalation Process Adherence: Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization\' s policies and business conduct. Manage knowledge: Consume project related documents share point libraries and client universities. Increase productivity: Focuses on planning and execution to ensure quality improvement turnaround time and overall process efficiency. Promote technical solutions which support the business requirements within the area of expertise. Identifies process gaps and collaborates with the client to formulate solutions. Regularly interacts with the Quality team to ensure real time action in cases of quality defects. Skill Examples: Customer Focus: Focus on providing a prompt and efficient service to customers goes out of the way to ensure that individual customer needs are met. Attention to detail to ensure metrics quality and production output and reporting is accurate Team Work: Respect others and work well within the team. Analysis and Decision Making: Makes judicious and fair decisions after examining all relevant information and making clear assumptions Team Coaching and Leadership: Lead the team by example. Guide and support the team towards achievement of goals. Coaches and guides lead\'s in managing outcomes and expectations well. Manage and facilitate aspirations and skill development for team. Planning skills: Translate business objectives into functional activities. Set goals and processes and organize resources to ensure that the desired results are met. Lateral thinking: Out of the box thinking to generate creative solutions to operational challenges. Ability to provide expert opinions to business issues Ability to estimate project effort based on the requirement Perform and evaluate test results against product specifications Break down complex problems into logical components Drive conference calls with customers and answer customer questions Ability to work under pressure determine dependencies risks facilitate planning and handle multiple tasks. Build confidence with customers by meeting the deliverables in time with quality. Capability to estimate and present with client Ability to contribute to ideas and innovations Manager - Operations Training Quality MIS Process Excellence Leadership role with span of up to 120 FTE Knowledge Examples: Familiar with Windows Operating Systems MS Office Excellent English comprehension - reading writing and speaking Domain knowledge based on process (healthcare banking investment F&A retail customer support etc) Familiarity with process knowledge and guidelines Expertise in work allocation and intake functions Expertise in MS Excel Familiarity with quality control processes including pare to analysis and root cause analysis Typing speed with 15WPM and 80% accuracy Voice Typing speed with 30WPM and 95% accuracy Data Experience in managing clients who are process owners / business heads of divisions Knowledge regarding customer domain and sub domain where problem is solved Experience level - 11 to 14 years Additional Comments: Manager: o Candidate should possess strong knowledge on US healthcare on Claims adjudication, Denial Management and Adjustments. o Minimum experience required is more than 12 years and 1-2 years in Management o Should play the role of Manager in reputed organization, handling the team of about 50-60 FTE\'s. o Should have strong knowledge on organizational planning and training. o Involved in hiring of resources and should own complete ownership on onboarding. o Should possess strong and effective communication skills. o Responsible for complete day to day deliverables on managing the service levels. o Should have worked on building up process SOP\'s/Training documents. o Communication should be in proficient and should involve in Client communications. o Knowledge on creating MIS reports and strong knowledge on Microsoft Excel would be added advantage. o Should collaborate with various stack holders and improve the process efficiency. o Motivate and drive the team to meet their daily objectives. o Identify the opportunity of improvisation and provide appropriate feedback. o Reward the team members through Organizational reward methods. o Prefer to work in office for 5 days in a week. o Willing to work in Night shift.

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