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.
