: 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.

Responsibilities: 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 setting 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.

Qualifications: Bachelor’s Degree

Graduate in any stream

📌 Senior Manager-Healthcare Operations Management-Clinical Data Management & Operations (Pune)
🏢 EXL Service
📍 Pune