Job Description

Essential Duties and Responsibilities

• Responsible and accountable for daily management of process to ensure performance management and metric management.
• Development of performance goals for direct reports.
• Interacts frequently with key contacts among the client base. Coordinate with different EXL teams to ensure success of the process.
• Must possess overall superior communication skills.
• Facilitate Weekly, Monthly, Quarterly business reviews.
• Transaction Monitoring to contractual SLA’s. (First Call Resolution, Net Promoter Score, Productivity, Quality, Attendance, Attrition, Financials, etc..).
• Facilitate coaching and mentoring sessions with direct reports.
• Collaborate with other teams and facilitate process updates.
• Manage attrition and employee engagement/morale.
• Manage the team to meet audit/compliance requirements.
• Perform other functions like officer in charge for specific projects.
• Project management.
• Familiarity with Digital and Analytics interventions.
• Represents the business on behalf of AVP / SAVP as it applies.
• Recognizes trends in data to plan future projects and strategies, and monitors the daily operations of the utilization management business.
• Prepares feedback on inquiries and presentations for clients, providers, and operations leadership. Supervises and evaluates the quality, accuracy, efficiency, and compliance standards for the department(s) staff.
• Creates and evaluates reports that convey the daily logistics and the long-term impacts of these daily logistics on the organization; Evaluates staff audits for all utilization management functions end-to-end, to discover gaps and reinforce quality and compliance standards.
• Monitor random transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Protects the confidentiality of member information and adheres to company policies regarding confidentiality
• Handle client feedback and escalations.
• Client Interaction, where required at the level of Supervisors.
• Perform other duties as required or assigned.

Business Interactions

• The role requires a strong understanding on the BPO industry from a cross-functional perspective, especially operations, financials, and migrations. In addition, a good understanding of pricing and technology is required.
• Monitor transactions on an on-going basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Provide effective coaching and feedback to Lead Assistant Managers and Assistant Managers that enable them to improve their performance.
• Serve as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking.
• Articulate performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff and team performance.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Communicates productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency and initiate control measures to minimize variances in workload over time.
• Ensures the team's understanding and use of information system capability and functionality.
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed.
• Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance.
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level.
• They work with a team of other Managers and Lead Assistant Managers to maintain effective team working relationships hence ensuring high level of engagement and morale in their respective teams.

Bachelor’s Degree

Graduate in any stream