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.
