Job Description

Grade E2
GradeDesc Manager
Location Offshore
ReportingTo SM/DGM
Postion Summary Individuals in this role are responsible for end to end management of the project delivery, which includes service delivery processes, production, quality, people practices, customer satisfaction, contractual deliverables, risk management, internal & customer governance and process improvement.
Key Result Areas Ensure team\'s performance in terms of compliance with SLAs
Drive continuous process improvements by initiating and delivering process improvement projects
Ensure compliance of all process requirements is not less than 100%
Ensure adequate staffing in the project based on forecast
Ensure Productivity Improvement plan is as per the contract (min) OR Organizational norms established.
Ensure Team Productivity levels are achieved as per the targets set year on year
Ensure Utilization is greater than 85% or achieve the targets set by the Organisation
Maintain and manage direct reportees performance scorecards
Oversee process related MIS and dashboards are tracking in line with project goals
Complete all mandatory training and certifications for self and team
Manage employee retention and engagement (Manage attrition within a target range and ESAT scores) Contribute to Recruitment (measure through participation in screening and interviewing candidates)
Responsibilities Business / Customer
Ensure adherence to Quality norms and procedures
Oversee the accuracy of status reports for customers (internal/external)
Manage and resolve escalations and issues raised by customers and process specialists
Interact with customers (internal / external) and keep stakeholders appraised of the process performance
Identify and drive opportunities not limited to Cost Optimization, Process Excellence to enhance service delivery
Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken
Identify and drive opportunities to enhance customer experience
Project/Process
Support Knowledge transfer at the time of process transition from the business site.
Drive team to achieve process Service Level Agreements / metrics i.e. productivity and quality targets within the established timelines
Ensure compliance controls are met
Ensure documented process guidelines are followed;conduct periodical reviews for process adherence
Conduct ad-hoc Quality checks
Review process audit findings and take corrective action
Innovate ideas to error proof the process and reduce manual interventions
Collaborate with training and development team to set up industry and soft skill training for the team
Maintain operations rigor around daily huddles, visual management, knowledge management, cross training etc.
Ensure optimum resource utilization through cross training initiatives and buffer management
Interface with other departments for getting required support for the team and best practice sharing
People / Team
Conduct regular 1-0-1s to gauge the pulse of the team members
Guide and mentor team members
Groom self and team to support vertical growth
Allocate/Manage work and tasks to the team
Facilitate knowledge sharing within and across teams
Conduct performance appraisals for team members
Report to the manager on performance, status and any escalations
Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues
Manage attrition and absenteeism
Support recruitment efforts for the team
Supervision required Executes standard responsibilities fairly independently under established guidelines for self and team with regular reviews. Refers to supervisor typically for specific interventions / exceptions.
TM Responsiblities Direct Reports: Associates, Team Executives, Process Leads and Assistant Managers Team Size: 50-100
Qualification Education: Any Graduate /Post Graduate. Knowledge of CRM tools & MS office tools is a must. Minimum Experience required: Graduate with minimum 7 years of overall US Healthcare RCM experience, with 18-36 months in a supervisory role having a span of control of at least 50-100 people. Should have experience in independently handling client calls and other communications.
Additional Info While performing the essential functions of this job, the associate is required to remain in a stationary position (standing or seated), use a computer keyboard and other office equipment (i.e. printer, copy and fax machines), and view data on a computer screen for up to 95% of their work hours or shift. FLSA Status: Exempt

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