We have got following positions for "Asst Manager Operations (Data Entry)" with one of our client (Accenture) Interested candidate can mail the updated C.V. to the mail-id mentioned below:
LEVEL: D
Job Description:
The Manager manages overall service delivery and serves as an escalation point to resolve customer issues. He/She works directly with the US Lead and India Lead. He/She also serves as the project"s point of contact regarding project level matters. He/she has responsibility for managing & developing team members through performance assessment and training of those individuals, utilizing their deep knowledge of operational procedures & policies and management experience. He/She determines what process improvement initiatives will be implemented and oversees the implementation of those efforts. This role is involved in objective setting for the Operations team, budget development and defines operational policies and participates in the management of transformation activities to improve efficiencies in service delivery to meet client requirements. This individual may identify business development – is BD applicable to Level D -- opportunities and communicate them to senior management, shares knowledge across organizational boundaries and acts as a role model within service delivery. He/She is also responsible for developing capabilities with in the team.
PROCESSES :
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Responsibilities/Authorities
• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones.
• Responsible for communication of strategy, initiatives, local plans and performance metrics across own area of responsibility.
• Initiate and promote continuous improvement programs across sphere of influence.
• Provide guidance in the development of training curriculum for Operations personnel and approve individual training plans.
• Demonstrate strong customer service in all activities, setting the appropriate example.
• Manage escalation process and ensure client satisfaction in issue resolution.
• Motivate team members to support and sustain a positive work environment.
• May have significant input to budget setting/financial proposals and reviews
• Manage and ensure consistent application of human resource processes including career development, salary review, and resourcing and performance management within area of responsibility.
• Evaluate direct reports, and provides formal counseling and mentoring to staff.
• Accountable for performance against financial parameters, and monitors and reports on budgetary aspects within own area. May have significant input to budget setting/financial proposals and reviews.
Requirements:
• Demonstrated ability to effectively manage a team – Team size - 60
• Demonstrated ability to create and manage an operating budget
• Strong customer service skills
• Good excel skills
• Strong written and verbal communication skills; appropriately communicates with all levels of customers from assistants to Sr. Executives
• Ability to effective manage a changing environment in support of multiple clients
• Experience in managing client relationships
• Experience in successfully managing escalated issues
• Experience in process improvement implementation
• Knowledge of multi-state rules and regulations
• Ability & willingness to coach/develop others
• Expert knowledge of Operations processes and supporting tools
• Some travel may be required.
Qualifications:
Education: Degree or Post Graduate (or relevant work experience)
Work Experience:
• Minimum of 5 years of experience in a fast paced customer service environment.
• Minimum of 3 years in Operations in a Managerial/supervisory role
• Previous experience BPO field is a plus
• Previous experience in budget development and accountability
• Previous experience in change management and process reengineering implementation.
• Experience in a shared service environment.
Exposure to Medical billing (Payor/Provider)
• Medical Billing/Account Reconciliation
[Reports to: India Lead]
Job Locations:
Chennai
Warm Regards
Sulochana
E-Mail Id:sulochana@mycareerbridge.com
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