Associate Manager US Voice Process

Role Overview:

We are seeking a dynamic and strategic Assistant Manager to lead and support our Health Care Center of Excellence (CoE) at AXA GBS, specifically supporting the US health insurance operations during a critical migration phase. This role involves managing a team, ensuring process adherence, driving efficiency, and acting as a key interface for process implementation and improvement. The ideal candidate will have a strong background in health insurance operations, team leadership, and migration projects.

Key Responsibilities:

Team & Process Management

• Lead, motivate, and develop a team of 20 - 25 FTEs, ensuring high engagement and performance.
• Effectively allocate work, monitor progress, and ensure all SLAs are consistently met.
• Manage pipeline, quality, and new project rollouts within the team.
• Conduct regular team reviews, one-on-one sessions, and appraisals to foster growth and address developmental needs.
• Identify training gaps and support skill development initiatives.
• Drive rewards, recognition, and incentive programs to motivate team members.
• Manage attrition proactively, ensuring retention targets are achieved.

Operational & Process Excellence

• Understand various health insurance processes, including Provider management , authorizations, claims, and policy servicing.
• Ensure team adherence to AXA values and compliance standards.
• Implement and oversee process improvements aligned with ISO 9001, Six Sigma, and other quality initiatives.
• Act as a key liaison with relevant departments within AXA to resolve issues and streamline operations.
• Manage migration activities, including understanding the new process flow, ensuring team readiness, and supporting smooth transition.
• Ensure accurate, timely reporting and performance dashboards are maintained and shared with management.

Quality & Risk Management

• Implement controls and checks to maintain process integrity and compliance.
• Analyse process performance, identify bottlenecks, and initiate corrective actions.
• Lead quality improvement initiatives to enhance accuracy, productivity, and customer satisfaction.

Training & Knowledge Building

• Gain comprehensive domain knowledge through process training and certifications.
• Support team members ongoing learning to achieve productivity targets within 6 months of joining.
• Facilitate knowledge transfer sessions and process documentation updates.

Qualifications & Skills:

Educational Background

• Any Graduate from a recognized university.
• Knowledge of health insurance products, especially AXA Health US claims, is preferred.
• Prior experience handling migration projects is highly desirable.

Professional Skills & Experience

• Minimum 5+ years of experience in health insurance operations, with at least 2+ years in a team leadership or managerial role.
• Strong understanding of health insurance processes, policies, and compliance standards.
• Proven ability to manage large teams, drive performance, and implement process improvements.
• Excellent communication, stakeholder management, and interpersonal skills.
• Experience in handling migration or transition projects within the health insurance domain.

Technical & Analytical Skills

• Proficiency in MS Office applications, especially Excel and PowerPoint.
• Ability to analyse data, prepare reports, and present insights to senior management.
• Knowledge of quality frameworks like ISO 9001, Six Sigma, or similar methodologies.

Reports To:

• Manager / GLCRole & responsibilities