Assistant Manager | Operations

Requirements

Description and Requirements
• Responsible for maintaining metrics in claims process, data validation & identification of STD documents.
• Interact with the Doctors or Health Care Providers, while developing working relationships with both employees and employers
• Interact with stateside partners - supervisors, process owners, claim specialist across disability sites.
• Build excellent business relationship with customer groups, peers, and seniors.
• Able to lead, innovate, implement best industry practices, motivate & work as a natural team-player in the business functions.
• Root cause analysis of escalations to recommend changes in workflows, procedures, service levels based on customers’ demand.
• Suggest essential training & mentoring of team members resulting in building a customer satisfactory environment.
• Manage teams and ensure quality and productivity targets are met.
• Motivate team members and control attrition.
• Monitor transactions on an ongoing basis and take corrective steps where necessary.
• 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.
• 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.
• Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.
• Effectively manage queue and balancing of work loads
• Completes monthly audits, while providing weekly feedback to supervisor, works closely with supervisor to identify training opportunities, and provides limited coaching as necessary.
• Provide back-up assistance in the unit as needed, including every job function within the unit.
• Perform other duties as assigned by the Supervisor or Management.
• Ability to provide basic reporting to various levels of management.
• Provide excellent customer service to all associates as well as internal and external customers.
• Responds promptly and calmly to changing events and situations.