Senior Manager
Alight Solutions Gurgaon, Haryana, India
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Alight Solutions Gurgaon, Haryana, India
Alight Solutions Gurgaon, Haryana, India
2 weeks ago 63 applicants
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ExperienceOverall Industry Experience of 12-18 years in outsourcing industry that may include operations, customer service, finance, insurance sectors for Health and Welfare Domain
Job DescriptionWork with health plan partners and providers to ensure all necessary documentation to begin research are received and notated on the customer’s account. Resolve customer needs or concerns related to: Submitting claims and appeal to the health plan and providers. Scheduling appointments. Transferring medical records. Coordinating the approval of medication changes and transfer to the pharmacy.
Full accountability for research and resolution of the customer’s issue including connecting them to additional benefits, resources, or programs. Save and log all customer documents in their file for record-keeping. Document all research and summarize calls in the case management system. Participate in ongoing training. Maintain Understanding of trained topics and processes. You may be asked to assist with additional tasks as needed.
The primary roles and responsibilities of Senior Manager are: Overall accountable for delivering on Service level commitments.
Manages resource budgets associated with the scope of work. Makes key staffing decisions
Identify & establish Operational Excellence agenda
The individual should have the capability to handle multiple processes and drive results
Drive, Direct, Oversee and maintain efficient operation of multiple processes
Oversee and ensure process quality & controls, and training standards are maintained
Meet or exceed service expectations of our customers. Serve as a catalyst for positive change, infusing the organization with customer centric policies and service as a top priority
Guide and maintain highly collaborative environment with the team and organization
Consistently maintain high performing team which meets and exceeds performance objectives
Ensure performance management duties are carried out by the managers and team including setting goals, performance review, providing performance feedback, coaching and development of team members
The individual should be a model in living our core values and able to inspire the teams
Participate and provide high level inputs while devising strategy for planning, process development and business solutions
Engage closely with managers, leads and team members on day-to-day operations, to drive efficiency and maintain performance standards
Ensure the goals & targets are achieved from a team and individual perspective
Report metrics, monitor performance and implement continuous improvement plan
Collaborate and work closely with cross functional support team, senior management to drive performance efficiency and enhance employee engagement
Ensure roles, responsibilities, and direct accountabilities for staff are established
Ensure development plans are in place for new and incumbent staff to help them successfully carryout their job responsibilities.
Collaborate with process training team for training and program schedules
Accountable for multiple processes operating efficiency, effectiveness and productivity.
Collaborate and work with business process owners in the US on planning & governance
Act as back up for Vice President – Operations, when required
Skill & Knowledge
Strong collaboration and interpersonal skills
Excellent analytical, decision making, problem solving and negotiation skills
Highly effective verbal and written communication skills (English)
Team leadership; demonstrated ability to effectively manage people through tight deadlines and high pressure customer service oriented organization
Ability to connect retain staff and team across all levels
Confidence and skill to influence individuals at all levels of the organization
Knowledge of Customer Service or Blended backend process
Excellent people handling Skills
Excellent Communication Skills (Verbal + Written)
Problem Solving skills and detail orientation
Comfortable working with numbers and interpreting in diverse ways.
Excellent interpersonal skills and a team player
Focus on client service delivery routines and rhythms
Ability to understand client needs
Ability to present numbers / programs effectively aptly to address those needs.
Would be required to troubleshoot any client related problems within agreed timelines.
Ability to escalate any unforeseen issues to the SM with proposed solutions.
Responsible for delivering per service Level Agreements (SLA) and would act be first level of escalation.
Resource planning (Workload allocation and monitoring, staffing, process flow, delegating work to meet deliverables, tracking status of outstanding issues, and process improvement.
Responsible for maintaining attrition within specified limits.
Manages the team:Leverages the talent / resources on the team to generate results
Monitors associate performance to ensure that results are achieved in an effective/efficient way
Conducts necessary performance management conversations with associates.
Educates, reinforces, and holds associates accountable for behaviors that support company's policies and guidelines.
Monitors, generates and acts upon performance / resource utilization Reports
Shifts: 6:30 PM – 3:30 AM We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits
DISCLAIMER:Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
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Seniority level
Not Applicable -
Employment type
Full-time -
Job function
Other -
Industries
Professional Services
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